Why does online reputation matter?
Your online reputation is your first impression, and first impressions are hard to change. When prospects search for your business, what they find shapes their buying decision.
Anyone can say anything about a company online. A dissatisfied customer can share their view publicly, so you need a strategy to monitor and respond.
Managing your reputation helps you:
- Build credibility with customers
- Rank higher on Google
- Lift revenue
"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." (Warren Buffett)
How do you improve your online reputation?
Monitor your reputation and presence
Watch how customers talk about your business and review it. You can then fix small issues before they grow.
Watch competitors too. If they serve customers well where you fall short, plan to close the gap.
Treat your Google presence as your business card
Customers search before they buy. Improve your visibility by collecting more reviews and keeping your business listings accurate across the internet.
Deliver a good customer experience
It starts with good service. Listen, understand what the customer needs and thank them. People who leave with a good impression come back.
Monitor your social media channels
Respond to comments and questions on every channel. Thank customers for positive comments.
Do not get defensive about a negative one. Apologise sincerely and offer to continue the conversation by email or phone, so the exchange moves out of public view.
Work with credible influencers
In B2C, brands work with creators such as beauty and fashion bloggers. In B2B, audiences listen to respected industry experts. Partnering with people who have a good reputation lifts yours.
Build relationships in your industry
Connect with other business owners, journalists and experts. These relationships can bring new customers, advice, link-building and partnership opportunities.
Consider an online reputation management company
An online reputation management (ORM) service can help build trust and deal with inappropriate content. Check any provider carefully first, because it is your reputation at stake.
What is the simplest way to think about reputation?
Treat it like a relationship. Pay attention to what people think, act on their feedback, watch what others in your market are doing and be honest and reliable.
Need help with your online presence? See our social media marketing and content marketing services.
Questions we get asked
What is online reputation management?
Online reputation management is the practice of monitoring what people say about your business online, finding out how customers feel and responding to negative comments. It covers reviews, business listings and social media channels. The aim is to keep your business looking credible and reliable whenever someone searches for it.
How should a business respond to a negative comment on social media?
Do not get defensive. Reply with a sincere apology and offer to continue the conversation by email or phone. This moves the exchange out of public view, where other potential customers can see it, and shows that you take the feedback seriously.
Do reviews and listings help you rank on Google?
The post lists ranking higher on Google as a benefit of managing your reputation. To improve visibility, collect more reviews and make sure your business listings are accurate across the internet. Both also give prospects a consistent first impression when they search for your business by name or category.
Should I hire an online reputation management company?
It can help. A good provider builds trust between you and your customers and tackles inappropriate content, and it can be cost-effective. Check the provider carefully before you commit, because it is your reputation at stake. Providers vary, so compare options before choosing one. Tussle Digital can help with the social media and content side of your presence.
