Did you know that 97% of consumers search online to find local businesses?
In today’s digital age, when potential customers want to know if your business is reputable, they will likely turn to the internet first. However, simply having a website isn’t enough; they’ll also seek out objective feedback from other customers. This is why online reputation management is critical, and SEO (Search Engine Optimization) is a crucial aspect to consider. No matter how well a website ranks, if the overall perception of your brand is negative, your business will struggle to attract clicks and conversions.
Building a robust online reputation takes time and effort, but it’s essential for small business success in the modern marketplace. Follow these 5 key steps to establish and maintain a positive online presence:
- Establish your brand’s presence on major social media and review sites. Create and optimize company profiles on platforms like Facebook, Instagram, Google My Business, and Yelp. Actively manage these pages by regularly posting engaging content such as specials, events, behind-the-scenes photos/videos, and customer testimonials. Stay consistent with your posting schedule – aim for daily updates or at least several times a week to keep your audience engaged.
- Prioritize collecting and promoting online reviews. Positive reviews build trust and credibility with potential customers. Encourage satisfied customers to leave feedback by sending email or text requests, providing review cards, and displaying signage promoting your review sites. Respond promptly and professionally to negative reviews to resolve issues transparently and demonstrate your commitment to customer satisfaction.
- Monitor all social channels closely and respond to customer interactions within 24 hours. Whether it’s a complaint, question, or compliment, promptly replying shows customers that you value their feedback and care about their experience. For negative comments, sincerely apologize and offer a resolution. Turning dissatisfied customers into loyal brand advocates by addressing their concerns builds goodwill and trust.
- Avoid removing or hiding critical social posts or reviews. Transparently addressing issues in a public forum demonstrates responsiveness and integrity. Follow up privately as needed to resolve more severe concerns or sensitive matters. Showing that you’re willing to acknowledge and rectify problems can enhance your reputation.
- Approach reputation-building as a marathon, not a sprint. Consistently deliver on your brand promise and provide exceptional service. The positive sentiment and reviews will accumulate over time. Set a goal of acquiring at least 20 authentic reviews within the first year. Monitoring and managing your online presence should be an ongoing commitment, not a one-time task.
Additional tips for maintaining a stellar online reputation:
– Actively seek out and highlight user-generated content like photos and videos from happy customers.
– Share positive reviews and testimonials across your website and social profiles.
– Use social listening tools to monitor mentions of your brand name and relevant keywords.
– Create a crisis management plan to handle potential controversies or PR issues swiftly and effectively.
– Regularly conduct sentiment analysis to gauge the overall perception of your brand and identify areas for improvement.
With constant attention, care and a customer-centric approach, you can transform your online platforms into powerful trust-building assets. Protecting and enhancing your digital reputation will pay dividends as your positive reviews, referrals, and customer loyalty continue to flourish. Would you like to learn about how Dejavoo can help your business grow? Contact us today.
