The easiest and quickest way for most people to get to know a small business is through the internet. It's almost like magic when you open a browser and do some research about almost anything. You can become aware of what's good and bad about a person, an experience, and a business very quickly.
People aren't just visiting company websites any longer either. They are looking at directory sites, review sites, and social media for additional information. One bad comment or review can turn potential customers away from your business and you won't even know it.
If you own a small business, keeping an eye on what is being said about your business online needs to be part of your marketing strategy. Ignoring what is being said about your business online isn't going to make it go away, so you mine as well take control where you can and manage your online reputation.
Online reputation management means controlling your online image to protect the growth and success of your business. It's how you "bury the body" in terms of negative comments, reviews, materials, and feedback people can find about your business online.
Whether you like it or not, people will talk about your business. Sometimes, a single negative review can define how you do business and ultimately destroy what you built altogether. Isn't that scary?
Well, it doesn't have to be. You will never please everyone and taking an active role in your reputation online will help negate the impact of negative reviews and highlight the positive.
Why is Online Reputation Management Important?
2. Word of mouth now travels as FAST as lightning
hate to break the news to you, but the internet spreads news faster than wildfire. It's like riding a bullet train without knowing when it stops. Social media platforms are great examples of how word of mouth can become lethal to small businesses. Look no further than the hot water United got into last year (2017) for removing a passenger from a plane.
Customers can leave your business a 5-star or a 1-star rating depending on a lot of factors like customer service, product quality, delivery, response time and sometimes, their boredom. It's incredibly easy to share their experience with the rest of the world in a few clicks. Remember that word of mouth is very trusted so it is really important to monitor your online reputation consistently.
3. Your online reputation will stay FOREVER
We might not live for a hundred years but our reputation surely will. The internet has evolved into a public archive of all things, living and non-living, both known and unknown to man. What does this mean for your business? Simple, you are what people say you are and it will be challenging to change it.
Even if what a customer says isn't true or is only half the story. Simple comments like "Scam!" and "Don't buy!" will change how customers look at you and your business. It's sad, but it's true. Once someone posts a comment about your business, what's done is done. The only way you can highlight or counteract comments about your business is proactively managing your online reputation.
4. It's a chance to make things RIGHT
Were you ever given a chance to make things right? How did it feel? What are the things you did to correct your mistakes?
Online reputation management can turn around the negative perceptions of the public towards your business.
Negative feedback can be constructive in a way that gives you an opportunity to improve your products and services. Hearing bad comments about your business is tough, but it is a way to listen to customers and create healthy conversations you can use to improve your business.
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