Business reputation management is just what it sounds like – managing your business’ reputation. So what does that mean for you? Simply put, managing customer feedback and reviews online. Let’s look at how these impact your business and what you can do to make sure your reputation is top-notch!
Credibility and Business Reputation Management
A prospective customer will research your business online. Studies show that, on average, a person has 7-9 touchpoints before reaching a purchasing decision. Not only are they looking for information on products and services, but they are also checking out customer feedback. A positive review tells your potential customer that you’re business is trustworthy. Conversely, a negative review can severely damage your business’s reputation online.
An estimated 93% of consumers say that online reviews influence their purchasing decisions. 82% of consumers trust online reviews just as much as personal recommendations. This means that business reputation management must include steps to build and keep a positive online image.
Online Profiles and Listings
In managing brand reputation, it’s crucial to have an excellent first impression. This includes a Google My Business profile. This profile contains reviews that are easily accessible to your potential customer.
Of course, you must monitor all online reviews, but these are likely the first reviews a potential customer will see before forming an opinion about your company. The truth is that 90% of consumers will read 10 or fewer reviews before deciding whether or not to trust a business.
Customer Feedback and Business Reputation Management
Positive reviews often provide details of the product or service in question, including pictures. These reviews are great because they provide personal testimonials and prove the great work you do.
However harmful they may seem, negative reviews can have a silver lining. A well-crafted response to a negative review can increase your company’s trustworthiness.
Business reputation management is needed online, where most of today’s consumers get their information about your company. Online reviews can make or break your company’s reputation and provide a first impression for potential customers. Ensuring you have a process to receive reviews and respond to reviews can be a significant first step in managing your business’s online reputation.