Be sure to read Part One of this post first here.
Creating an Online Reputation that Matters
If you want to continue to do business and grow into the future, you need to carefully evaluate and take steps to improve your online reputation. Every aspect of your business – from your fulfillment services to how you complete a sale – needs to come under the microscope. Is there something that could be improved or tweaked to improve customer experience? If so, create a plan to make changes to your entire pipeline to contribute to a better experience for your customers. Over time, this will lead to better reviews and a stronger online reputation.
Listen to what they are saying. In addition, you can take proactive steps to improve your online presence. While you can’t always control online reviews, you can get involved in the conversation. Monitor your brand name with Google Alerts or other social media reputation tools and respond to any customer complaints directly. Even if you can’t solve their problem right away, your involvement shows that you’re a company that cares. You can actively seek out positive online reviews by reaching out to happy customers and providing them with a link to post about their experience online.
You also need to take charge of your website. Since nearly ¾ of people are using a company website to determine reputation, this is a key area where you can control the conversation. Your website should be easy to use, contain important information about your company and include elements to engage customers. Answer frequently asked questions (FAQs) on your site. Discuss your return policy. Publish helpful blog posts and/or ebooks that will help consumers make a better buying decision. If your company has won any award or received any accreditations, this should go on your website too.
Finally, consider getting involved in social media if your company hasn’t already. Don’t try to get involved with all of the platforms at once, but find one or two that resonate with your audience and maintain a strong presence there. Although it’s a smaller factor in decision-making than online reviews or your website, a social media presence can help grow your online reputation in a positive and interactive way.
Online reputation will only continue to get more important as time goes on. Take control of yours now and plant the seeds for bigger profits.