The Importance of Online Reputation
If you’re not listening, then you’re not part of the conversation. Not listening to what is being said about your business online is a huge problem when it comes to the reputation of your business.
We’d all like to assume that we’re doing an A-1 job (and we are for the most part!) but unfortunately, we’re not going to be able to please everyone all the time. We all know that unhappy customers can, and will, post about their negative experiences online in far greater numbers than those of your happy customers. This negative activity can give your online reputation a hit - even if 99% of your customers are happy.
We all know that unhappy customers can, and will, post about their negative experiences online in far greater numbers than those of your happy customers.
Where are your customers talking about you?
There is a seemingly unending array of online applications where people can potentially ruin your otherwise excellent reputation.
Search engine results pages, such as Google, display your business reviews and give prospective customers an easily understandable snapshot of how your business performs. Social media platforms such as Yelp and Facebook are the go-to places to search for and submit reviews. Even your own website will have feedback, reviews and comments sections. Keeping track of this activity across all platforms is imperative.
Why does it matter?
Online reputation matters because the internet is where word of mouth happens in this day and age. Research indicates that upwards of 90 percent of customers will search for reviews before visiting a business. Almost as many (85 percent) trust online reviews as much as those that provided by friends. Just one negative review can cost you up to 30 customers!
Similarly, a positive online reputation will have customers flocking to you. 72 percent of consumers say that positive reviews will make them trust a business more, and a huge 92 percent will use a business if it has a 4-start review average!
But it’s not just reviews that you must keep an eye on - misinformation can cost you sales. In a perfect world, social media would be just that – social. We all know this isn’t the case. Sadly, there are people set on ruining your business’ reputation. Some customers or even former employees will twist the truth just to satisfy their desire for revenge. Outdated information, such as old phone numbers and addresses, can cause customers to go elsewhere, too.
Management tools to help your online reputation
We now know why it’s important to protect your brand’s digital reputation, but how and where do you start?
Trying to manage your online reputation manually is a virtually impossible, time-consuming task. You’re going to need some help. Here at Valpak, we are in the business of making your business look great – online and offline! Our team is dedicated to transforming your online presence into a sales goldmine.
We use a reputation management tool called BirdEye to track your business’s digital reputation and respond in real time to issues that arise. It allows us to track the conversations, correct misinformation, respond to issues and turn unhappy customers into advocates with quick problem resolution.