Over the last decade, communications and relationships between businesses and their customers have changed drastically. Where unsatisfied consumers used to voice their gratitude and displeasure towards a company directly, and relatively privately, they are now able to use social media to publically make known their opinions and experiences with a business.
Whether you are receiving positive or negative feedback online, it is extremely important to have a plan in place for online reputation management.
Almost every business these days can be found on Google and social media so sites like Facebook, Twitter and Instagram have made it easy for people to connect directly with brands in an entirely public forum. Making posts, tagging businesses, and leaving comments are very commonplace in the digital world, and the way you respond to online feedback can make or break the way you are perceived online.
If you have not set up your Google My Business (GMB) listing or social media accounts, we highly suggest you take the time to get these accounts up and verified so you can monitor and respond to customers.
The key to online reputation management is to be quick, polite, and totally transparent.
The Internet can be an angry and aggressive place, but there are still people who like to use social media to show their support to businesses. If a customer leaves a positive review for your company, whether it’s on your GMB or one of your social media accounts, the first thing to do is make it known that you have seen it and appreciate their words.
Their review is likely going to be seen by other customers (or potential customers) and a simple, “Thank you for the awesome review” or “We hope to be able to help you again” can go a long way in presenting yourself as a business that cares about the feedback they receive.
On the other side of the spectrum, consumers can very easily make public their negative experiences with your business online. From 1-star Google Reviews to accusatory posts and comments on your social media channels, it’s important to get out ahead of these kinds of responses.
Before you respond, be sure to read their words carefully and determine if what they are saying is a fair representation of the experience they had. Some customers may just have a vendetta against your business, and will make up or exaggerate a claim to lower your online reputation. If this is the case, address their concerns politely, but do not be afraid to tell your side of the story while still working towards a solution that works for both parties.
If a customer has complained and you think is right in doing so, own it! Apologize for whatever may have happened to lead them to leave that review, and provide them with an explanation for the service or product they were unsatisfied with. Addressing and using this feedback will not only help you to improve your reputation, but it will help you to improve your entire business.
In some cases, social media users won’t be solely seeking to leave their positive and negative opinions, but simply seeking information about your business directly from the source. Whether this comes in the form of direct messages, posts, tweets or comments, stay on top of monitoring your social media accounts to provide quick answers to your customers, no matter where they are asking them.
Do you require assistance in setting your business up online or online reputation management?
idig Marketing is a full-service digital agency that generates meaningful website traffic and drives high value leads to your organization. By optimizing organic content with paid advertising our custom methodology includes hosting, eCommerce and online security.