Of all of the categories that are involved in managing an establishment’s reputation online, reputation repair includes the one that is most fraught with confusion. Give consideration to these stats about reputation and consumer behavior:Of all of the categories that are involved in managing an establishment’s reputation online, reputation repair includes the one that is most fraught with confusion. Give consideration to these stats about reputation and consumer behavior:
• Over 25 percent of an establishment’s market value directly is attributable to their reputation
• Forty-one percent of businesses which were dealt a reputation blow reported revenue and brand value loss
• Eighty-six percent of consumers are willing to pay a lot more for services from an establishment that has a great reputation
• Eighty percent of consumers changed their mind about a buying decision as a consequence of negative details
Consumers have a desire to spend their hard-earned money with companies they like and trust. Negative smears on your reputation does not only threaten your integrity—it’ll threaten your whole existence. Damage control, fortunately, is possible. Below are tips for doing it correctly.
Monitor What is Said on the Internet
The earlier you’re able to deal with a reputation problem the better; therefore, you must be on consistent lookout for possibly damaging details. Set a Google Alert up. That way, as soon as a mention happens or briefly thereafter — bad or good — you will be notified through email.
Appropriately Respond to Poor Reviews
Various scenarios warrant various responses; however, whenever you are handling someone trying to endanger your reputation you must take the high road. Seventy percent of consumers who complain are going to conduct business with you again if you take care of the complaint within a positive way, according to one study. You should always respond to complaints in a non-defensive manner and with efforts towards resolution. Consider poor reviews as chances to show other people how you take action as things do not go your way. Consumers appreciate humility, which means through your response to a poor review, you actually can improve your reputation.
When Should You Not Respond to Poor Reviews?
If a reviewer utilizes an attack website, a review website in which they can’t edit or delete their review, a response online might be a time waster. You still should attempt to resolve the issue; however, do so off the Internet, if you can. If you respond upon an attack website you’ll be adding content to a complaint. This content trigger higher search results for the issue. Therefore, for such websites, attempt to help a customer without having to add content to their complaint.
Social media will humanize businesses, and attach names and personalities to corporate entities. Engage with customers often and early and you will build positive relationships which are able to hold up to a few negative statements.
When to Call in the Experts
The extent of a campaign for reputation repair depends upon how bad the damage is. A couple of occasional bad comments might not harm your business too much; however, if you are facing a slew of negativity which truly is threatening your business, give consideration to hiring a pro to deal with the resolutions. Soaring Away can help with your reputation monitoring. Call us today at (910) 471-5030.