Online reputation management services can help you build a better base for your business. Let Pearl Lemon show you some benefits of managing your online reputation. Adding a reputation management process to your business is worth considering for a few reasons:
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1. Building brand credibility
No matter how hard you try to keep your customers happy, negative comments will eventually surface. Customer complaints are stingy – 32% of shoppers abandon a brand if they have a negative experience with it. However, the key to managing a negative brand once it appears is how you respond. Maintaining your online reputation and responding to positive and negative reviews and comments builds credibility. Responding to a negative comment gracefully and making amends whenever necessary is the best way to show that you care about your customers.
2. Engaging customers
You will have a better chance of increasing the engagement rate of your customers if you monitor and engage with as many channels as possible. Managing client interactions can be accomplished by being proactive and reactive at the same time. Keep your customers interested in your brand by providing special offers, answering their queries, and responding promptly to their comments and queries.
Consequently, you will have fewer chances of your customers leaving for your competitors.
3. Sales growth
Despite spontaneous shopping still occurring occasionally, the majority of us do online research prior to making a purchase. A whopping 81% of consumers admit to surfing the Internet before purchasing a product and gathering information about it. It is often not enough to receive one negative review to change one’s mind about a product and lead one to consider other options.
The more positive mentions of a company appear online, the higher the chances of making a sale.
4. Triggering reactions through online marketing
You can also find inspiration for your marketing efforts by monitoring your online reputation. Your audience’s reaction to previous content and marketing campaigns can be checked in a tool like SentiOne. You can track your reach and brand mentions to determine what campaigns are successful and which are unsuccessful, what kind of messaging resonates with your leads and customers, and which actions evoke a negative reaction.
Putting together a summary of your findings will allow you to decide which marketing campaigns to run, which means better ROI.
5. Establishing trust
Long-lasting relationships with customers can only be built through trust, which enables business growth. Replying to brand mentions only on your owned media will not suffice, as mentioned in the reputation management definition. There are a lot of potential threats lurking around the corner, and even if your brand has a good reputation today, you cannot take it for granted. Imagine what could happen if you were not aware that an important website had written a bad review about you!
Verifying the online information about brands is also necessary to ensure it is accurate and consistent. The tool that tracks and notifies you of mentions from throughout the web can certainly help with this.
6. Taking care of your customers
By monitoring both negative and positive comments about your brand online, you demonstrate that you care. Obviously, all of us wish to receive only flattering compliments, and we are certainly more likely to respond to them. Negative comments may, however, actually benefit your brand on a long-term basis. Customers are an invaluable source of feedback – make sure you listen to their concerns and address them.
It’s important to never ignore negative comments because they could escalate into a social media crisis. Your customer relationship will be strengthened if you respond to both positive and negative comments.