Business reputation management is a combination of strategies that are used to shape your customers’ perception of your business.
Today, consumers rely on current customers to tell them whether a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business to spend money with.
What is a business reputation in today’s world?
There is only one way a customer can start a journey with your business, and that’s by interacting with you in some way. Under reputation management, there is a constant cycle– a loop– of the different ways in which a consumer will interact with your business.
One of the most effective ways a new customer can interact with your business is through local search.
Local search is performed by a customer right after he/she hears about you or when they will search for a business related to yours. The customer then finds out that not only does your business exists, but also can look at what customers have to say about your brand. So, if a consumer is searching for a restaurant to go to on Saturday night, they might type in “nice restaurants in your area.”
Where you end up in search results will be determined by how effectively you manage your reputation. This will determine how many new customers see your business.
So how do you improve your business online reputation?
The best way to improve your business’s brand reputation is to listen and respond to the people who support your business – employees, customers, and local communities.
The best way to listen to customers is by analyzing feedback on review sites like Yelp, TripAdvisor and Google. It could be that you find several customers suggest that your business brings back a certain product or service that you don’t offer any longer.
In today’s marketing landscape, user-generated content can be far more effective than traditional techniques and tactics like paid advertising, PR blitzes, and invasive sales messages and promotions.
Consumers today don’t necessarily rely on TV commercials, glossy magazine advertisements, or salesperson spiels in order to figure out which business to visit or which service to try out.
They’re more proactive and research-driven. They seek social proof. And they’re more eager than ever to validate their purchase decisions; which they do by searching for information on the Internet, on social media, and on online review sites.
Have a fantastic weekend!