Do you know that 3 out of 4 people check your product reviews before making a purchase? A recent study says that 74% of the customers trust a business based on the positive reviews online. Simply put, It’s extremely important to monitor your brand online since anyone can post about your brand, and at times, it can be negative.
Fixing the damage to the business’s poor online reputation can be intimidating. And that’s why we are here with an online reputation management guide to help you with a few steps on fixing and managing your reputation. Why wait? Let’s get started.
1. Focus on social media pages
The first thing customers notice about any e-commerce brand online is the social media handles of your business. A survey says 86% of people hesitate to do business with a company if it has negative reviews. Now, what if you receive negative feedback on Facebook or Instagram? As a thumb rule, don’t panic. Make sure to understand the issue the customer has raised and try your best to fix it. Reply promptly and politely. The way you respond impacts the impression customers have of you.
Here’s how Starbucks responds to a disappointed customer and get to know the importance of reputation management.
2. Explore sentiment monitoring
Sentiment analysis is one of the essential features in ORM. Understanding how the consumers perceive your brand or service is necessary, and sentiment monitoring tracks your brand’s reputation across different channels online. The primary work of any sentiment analysis tool is to monitor the reviews online and categorize them as positive, negative, and neutral.
When you categorize, it gives you an overall idea of where your reputation stands and focus more on the negative reviews/comments and address them with empathy and your customers feel that they are being heard. At the same time, don’t forget to appreciate and acknowledge the positive ones.
Whatever phase you are in, we have an automated response solution at Xtract.io to monitor and classify the context.
3. Set alerts
Several tools out there in the market allow you to set up alerts for your brand or service, put together all your brand mentions, and notify you regularly with brand monitoring. Xtract.io Online Reputation Management, Google alerts, and even some social media management software can help you with mentions. This can be especially helpful if you’re launching a new campaign and targeting a specific response.
For instance, you’ve launched a new product. Creating an alert will give you a daily notification summarising what is being said on the internet. While legacy tools like Google alert cover only web mentions. Xtract.io includes social listening capabilities, as well.
4. Don’t forget about SEO
Online reputation management is no longer an option for your business. Before any person becomes your customer, they would have researched your company, brand, or product’s name on Google, and the first few links that the search engine throws up about your brand impacts your online reputation because you should be aware that negative reviews will have a negative impact on Google rankings.
Here are a few tricks on helping your business appear on top of the Google search results.
● Highlight the positive reviews by pinning the comment or content about your brand continuously and pushing the negative reviews down because your client’s positive testimonial may be a sign of recommendation of your product to someone else.
● Make sure your website is optimized for Google and other major search engine result pages (SERP)
● Monitoring your online presence, along with constantly evolving SEO techniques, will make your Google rankings better.
5. Dealing with negative feedback
Address your negative feedback publicly. Own up to your mistakes and be genuine. The more transparent you are, the more trust you earn, and the more connected you are with your customers.
Here’s an example of how Jetblue airways were quick to respond to a negative brand mention online. And when you are fast enough to respond, you get a positive impression in turn.
Some tips to help you deal with negative feedback:
- Respond fast – Let’s take the above example of JetBlue; they were prompt and replied the same day.
- Apologize – When you realize the mistake has been made by your side, apologize without a second thought.
- Turn that frown upside down – It’s not easy to win over an angry customer but apologizing, communicating transparently, and providing a refund can turn a negative comment into a positive one.
Be it any feedback, you have to be transparent and prompt, or you will not be trusted again.
Do you want to take control of your online reputation management? Our all-in-one ORM solution is just what your business needs as it captures all the relevant conversations about your brand from across the globe. It also helps you perform all the points mentioned above, seamlessly from within one customizable solution to know more.