Posting all types of comment online has become the norm. With so many social media and review sites– managing your online reputation can be overwhelming. It is your responsibility to monitor every single online mention about your brands regardless where your audience goes to review about your business.
You must learn to manage your online reputations and adroitly respond to even the most scathing review. You need to take time to manage your online reviews on Foursquare, Yelp! and other popular sites.
Whenever your customers check in/review your brand, it immediately gets broadcasted for all of their following to see. Even more than that Yelp!, Facebook and Foursquare reviews are viewed by a large following. It is not just an individual’s following that sees its, but it gets published for all others who visit your page.
One suggestion would be for you to create a business account and claim your pages on these platforms if you haven’t already. Make it a practice to log-in to these sites as frequently as possible to check recent reviews, tips and check-ins.
Respond promptly to both positive as well as negative reviews without getting unduly emotional. Be professional in your dealings, thank those that have posted positive reviews and address the complaints of the unhappy customers.
If people see business houses responding to their reviews, they will understand that you care for your customers and will prompt them to revisit your business.
Surveys found that 4 out of 5 prospects changed their minds about a recommended purchase based solely on negative information they found online.
Most respondents stated that, “Positive information I’ve read online has reinforced my decision to purchase a product or service recommended to me.”
This indicates how critically important is online reputation management and damage control exercise.
Your customers are spending their hard-earned money buying your products/services, and they should feel they got their money’s worth back. Make sure that you are delivering warm customer service, a welcoming environment and quality products and services consistently.
Ask your happy customers to review your brand and take time to respond to all of the reviews that you have online. Though tedious and time consuming, it is an absolute necessity to maintain a stellar online reputation and keep your flag flying.