Remember a time when the only valuable and trustworthy information you could get about a product or service was from someone that had purchased and experienced it for themselves? Your best friend would rave about the newest store in the mall, your coworker would tell you about the amazing dinner they had out the night before, your neighbor would gladly give you a sales pitch on their preferred brand of weed killer, and so on and so on. The same logic is true today that we value the opinion of those that have tried the service or product before us, but with a brand-new twist.
With modern advancements in technology and a growing number of the jobs and social events moving to a virtual space, the time we have for connection and certainly word of mouth marketing has shifted. The truth is, in our fast-paced society we value information that is straight to the point and answers our immediate questions about a product. That explains why more than 80% of people have made a habit of turning to search engines to give feedback on products, services and even businesses as a whole.
How does your company perceive itself?
What is the current vision of your business? What are your company values and how do they relate to the products or services you offer? Try to brainstorm a few words that you would think of if you were a new customer experiencing your business for the first time. Are you a small-town repair shop, or are you an up-and-coming foreign car service department? The words you come up with to describe your company are essentially your idea of what makes your business its most authentic self.
How does the public perceive your company / brand?
In order to gather information on how the public perceives your business, you’ll need to do some investigating. Search for your business online as if you were a random individual seeking solutions to a problem they have. Did your business show up as a recommendation? Are the product descriptions or service explanations accurate to your current business offerings? Does your brand have a mainly positive connotation, or could your reviews use some TLC?
Bridging the gap so that you can get found online
Minimizing the gray area between how your company perceives itself and how the public perceives it is the main goal of our Reputation Management services. The more aligned your online reputation is with your company vision, the greater customer satisfaction and loyalty your business will experience.
The real cost of a bad review
Getting the occasional less than five-star review can feel like a total loss. Not only are you seeing the feedback, but everyone that searches for your business is now seeing it too.
Not giving the feedback any attention could reflect poorly on your perceived company morals, but with the right strategies in place and a solid reputation management partnership, you can turn a bad review into an opportunity. When you can successfully convert a disgruntled customer into one that will likely return, especially in the public eye of your social media or online following, your credibility and online reputation skyrocket. It’s simply human nature to pay more attention to the hard-hitting reviews rather than the sugar-coated ones. That’s why our team highly recommends partnering with professionals to monitor your brand as well as engage in both positive and negative feedback.
Optimize your online credibility with a reputation management partnership
With the sheer quantity of websites, blogs, social media platforms and review sites floating around the web, it can sometimes become overwhelming to keep track of them all on a regular basis. Luckily, you’ve got help from a team of highly skilled professionals that know all of the places to look online for opportunities to develop a more positive brand appearance. We’ve also got years of experience in a variety of industry types and can help you create a path that unifies your company self-image and the perceived image of your brand from the public’s point of view.
Social Media and your online reputation determine how you get found online
Social media has rapidly evolved to become a collective tool we use to keep in touch and share ideas with anyone of our choosing at any given time. This ability to instantly share an experience with your friends and family has been revolutionary in the progression of word-of-mouth marketing tactics. Rather than focusing on press conferences and networking events, today’s reputation management strategies are more engaging and personal.
Social media has given companies the ability to directly reach out to customers in an effort to repair any unfavorable experiences or to answer any questions that may come up.
What is Reputation Automation?
Statistics suggest that almost 80% of all reviews online originated from an email asking a customer to rate their recent purchase or service experience. The email sent is a great example of a reputation automation service that can simplify your brand management strategy.
Our reputation automation team will identify potential opportunities to reach out to customers for feedback and implement campaigns that request and collect review data on an ongoing basis. This strategy requires little to no input from you and is great for keeping your team focused on daily business operations rather than what customers are saying online. We can also route each feedback response directly to your business email for further staff review so that everything your customers are saying online can be conveniently found in your inbox as well.
Give your business reputation a boost to get found online in a positive way
In a time where we consult the internet for opinions – and base our decisions on the experiences of people we’ve never met – the importance of knowing what is being said about your brand online as well as actively engaging in customer feedback is critical to customer satisfaction. Partner with our digital advertising agency to give your company the online and public image that it deserves!