The Importance of Reputation Management
You spent years working hard to build up your business. You suffered through many sleepless nights, did everything you could to get the necessary funds, and made sure you hired employees you could count on. The last you want to do is see your work ruined by a couple of unsatisfied customers.
That’s why reputation management needs to be a priority.
Today, the world of business relies heavily on the input of consumers. Because the Internet is such an influence in our lives, we use it to share our opinions on everything – from politics to health to our experience at a local restaurant. With review sites like Google+, Angie’s List, Yelp, and more, it’s not hard to take to the Internet and discuss your satisfaction or dissatisfaction with a business.
While positive feedback can work wonders for your customer influx and your bottom line, unfortunately negative feedback can do the same. Consumers turn to the opinions of others before they decide whether to invest in a business or not, and if your business has had a few unsatisfied customers, their negative opinions could turn away potential future sales.
“From my experience, 5% of your customers will cause 95% of your problems,” says Steve Prager, Prager Microsystems’ founder and CEO. “No matter how good your business is, it is never possible to keep everyone happy all of the time… these days, it is entirely too easy for unruly customers to smear your brand through social media, review sites, or complaint boards.”
What makes the situation worse is that all someone needs to do to find critiques about your business is type your name into a search engine; the first few results will likely be directory pages that include customer reviews about you.
WHAT CAN YOU DO?
Since satisfied customers are your biggest ticket to more satisfied customers, ask them to help you spread the word about the positive aspects of your business. Encourage them to leave a review about what made their experience a valuable one and have them include details. You can also encourage them to increase your positive reputation by word of mouth. Have them tell their friends about your business and why they should give you a try.
If you’re dealing with negative feedback, don’t just ignore your customers’ reviews. Instead, address them as soon as possible.
“The best thing to do is not attempt to fight the review, but rather post a well-written response to each complaint from an objective point of view, supported with facts,” Steve says. “When done properly, this often will turn a negative into a positive, as future customers will see that you take customer service seriously and address any issues head on.”
We also encourage you to use negative feedback to make your business better. If more than one customer has complained about the same circumstance, it may be time for you to take a new approach to that circumstance. As we like to say – criticism can be constructive!
At our digital marketing agency, we know how to help a business keep their positive reputation. If you’d like to benefit from our services, give us a call today to get started.