The modern era can be described as a search-happy world.
Prior to potential new clients engaging with a business, they will look it up online first.
Given the above, it’s essentially a business brand that has not only a strong online presence; but a reputable one too.
The below four reputation management points are directed to help all businesses to shape a brand’s search results by boosting their online credibility.
1. Track when the organization is mentioned online
There are a number of online software that are available which help businesses keep track of online mentions.
Google Alerts enables such brand tracking.
Go ahead and enable tracking streams, it’s a decent method to identify online references and anything that possibly harms the reputation of the firm.
While it won’t be comprehensive enough to pick up every review and mention, it’s a free way to receive an update of what people are mentioning about the firm and can also give an idea of their satisfaction level.
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2. Screen new hires
A business is as good as its people. Yes you heard right. Every time a new recruit joins the firm, it is important to check if their character will align with the firm or the team.
Running a police check before you finalize employment is a sound starting point for assessing people’s characters.
Third-party screening check service providers whose main work is to conduct background screening for businesses or employers is commonly used by Human Resource workers all over the globe.
These providers as a general rule, are better equipped to conduct thorough and accurate background screening, as they adhere to best practice guidelines and processes.
For example, Australia has a national police certificate service where HR departments can even obtain them efficiently and online – with the informed consent of the applicant.
3. Reply constructively to bad reviews
It is true that bad reviews can become even worse if your organization does not respond to them constructively.
Negative responses to customer reviews have in cases exposed companies into public news stories that turn into the further bad press.
Take a breath when responding and try to respond neutrally.
Further to this, take your time to thank the reviews that are positive and take on negative reviews by replying sincerely and keeping the customer’s perspective in mind.
If you know something went wrong, apologize to the customer, try to explain, take on the issues and inform the customer to contact the firm on some dedicated contact method where the complaint can be personally addressed by a team member.
4. Use the positive feedback to your advantage
Customer reviews and feedback are powerful tool that any organization can take a hold of.
There is no reason why any organization should not or cannot showcase their positive reviews.
After all, they will likely lead to higher conversion rates (successful sales) for the firm.
You can give consideration to setting up a dedicated client testimonials page on a website and utilize the page to share positive reviews to clients that are thinking about making a purchase.
If a customer compliments the organization via email, in person or through phone calls, you can ask them to review you online too (for example on Google my business).
Better yet, send them the link directly to give the review.
Brand reputation in the modern era is as important as ever.
With social media enabling consumers to share their experiences with the world in a click of a button, it is more important than ever to ensure the brand name is protected.
So go ahead, track mentions of your brand online, make sure you screen your new hires to get the right people on board, reply to bad feedback constructively and share your positive feedback.