In the digital age, businesses need to be aware of their online reputation. Having an online presence is crucial for any organization that wants to attract new customers and retain old ones. But it's not just set and it and forget it. You need to monitor your online reputation. Here are some compelling reasons why.
1. A damaged reputation can lead to fewer referrals.
Referrals are one of the most effective forms of advertising.
The reason for this is simple: referrals come from people who know you well and believe in your product or service, so they're more likely to buy from you than someone else. They'll also stick around longer because they trust you as a company or person so much that they want to remain customers for life.
When a customer refers a friend or colleague to your business, it can lead directly to new business opportunities -- and as mentioned earlier, this is free. A bad reputation will reduce referrals, the lifeline of your business. Word spreads fast when your company does something wrong. That's why knowing what people say about your business and its employees is important.
2. Bad reviews disrupt social proof and customer trust.
Social proof is important for businesses. If a customer sees a lot of positive reviews, they're more likely to trust your business and buy from you. But what happens when there are negative reviews? Bad reviews can be deal breakers for a business. Plus, angry and dissatisfied customers are more likely to leave a review than those happy with what you offer. According to onlinereputationmanagement.us, eight of 10 people will move to another company if they read negative reviews.
On top of that, bad reviews can be enough for potential customers to doubt your business -- and even if only one person complains about something, it can make them think twice about doing business with you.
Here's the good news. According to searchengineland.com, 90% of people will overlook a bad review if the business responds to the criticism. Ensure your customers have a good experience, but if something goes wrong, respond immediately and tell your side of the story. State the facts and be kind with your response, and people will take notice in a positive way.
3. Poor reviews show up in searches, causing potential clients to go to competitors.
If a potential client researching your business types something into Google, the first page of results includes your website and all current reviews from sites like Yelp. If you have negative reviews on the first page of results, it can seriously impact your traffic, leads, and conversions.
For example, if your company has been accused of fraud or mismanagement by regulators or local newspapers, those articles will show up in search results when potential clients do a Google search for "your company name."
Poor reviews show up in searches, causing potential clients to go to competitors. They also appear on Google Maps and Google My Business listings -- resources that most people use when looking for local businesses. Knowing where bad reviews are coming from is important as is monitoring them.
4. You're at risk of losing sales leads and opportunities.
Negative reviews can make it harder for potential clients and customers to find your business online. Your website may not get as many organic search results as it should, and you could even be removed from Google's local pack if too many complaints are reported by users in your area.
You can also lose employees or partners who don't want to work with someone with a bad reputation. People want to work with companies with a good track record of customer service, product quality, and ethical practices.
5. Your reputation management system can help you build your brand.
Reputation management is a means to help you build your brand. It's not just about removing negative reviews but also about managing your online presence to promote your brand. Negative reviews on sites like Yelp or TripAdvisor can hurt the chances that someone will want to do business with you until those issues are resolved.
However, if those same negative reviews are removed from those sites, people will likely view the business in a more positive light because there was an issue that has been resolved and no longer exists.
Conclusion
Online reputation management is an essential tool for businesses in the digital age, especially as more and more consumers rely on the Internet and social media to find the services they need.
A company's reputation is its most valuable asset, and it's no longer enough to simply have a good product or service. When it comes down to it, having a strong rapport with customers is good business sense.