How’s your reputation?
We love the internet. It makes the whole world accessible, and offers business opportunities that couldn’t have been imagined just a few years ago. But with a global audience come drawbacks – while it’s easy to share success stories and get your brand seen worldwide, it’s just as easy for negative feedback to spread. We all know how vocal a dissatisfied customer can be – so how can you manage your company’s reputation when it’s in the hands of the online public?
Well funnily enough, we can help. Firstly, we recognise just how important a company’s online reputation is. Did you know that over 70% of all travellers begin their hotel search on TripAdvisor? Other people’s feedback can make or break a business – think about all the times you’ve trawled through shopper reviews before purchasing something on Amazon. It’s business-critical stuff these days, and we are set up to help our clients.
Many businesses worry about the impact of negative reviews – with good reason. However, recent research by PhoCusWright on hotels reviews via Trip Advisor found that 84% of users agreed an appropriate management response to a bad review “improves my impression of the hotel.” You can’t help what people say about your product or services, but you absolutely can manage how that feedback is responded to and potentially worked to your advantage.
We can monitor customer comments across all key sites, which will be specific to your business or industry of course. We’re happy to prepare reponses on your behalf (which you get the chance to approve!) and post them, ensuring any negative feedback is dealt with quickly and effectively. Even when a customer has had a bad experience, you can still win a lot of respect and repeat business by handling it well. Managing “fake” reviews is also part of the service, and we will analyse activity, performance and take a good look at your competitors’ activity, results and trends too. Working with you we will develop strategies to increase reviews and boost your ranking, and help you come up with ways to encourage customers to leave feedback in the first place.
Customer reviews and opinion sharing sites are becoming ever more popular with consumers, and therefore more critical for businesses. A good reputation is a tricky thing, hard earned and easily lost. But don’t let fear of negative reviews put you off – on the contrary, with our guidance, you can take an active role in managing your brand or business’ reputation, and start using it to your advantage.