In the digital landscape, reputation is everything. With consumers turning to websites and platforms like Yelp, Google, and social media to share their thoughts and reviews, you want to be vigilant of what people are saying about your business. Companies that neglect their online reputation risk missing valuable information for their brand, and more importantly, may have a marketing disaster with which to contend.
Potential customers use the internet to research your company before they engage or make a purchase. Your website is often the last place they will go when it comes time to making a key decision, so be cognizant of what information is on other platforms. Do so by adhering to the below online engagement tips:
Respond to people promptly on social media, review websites, and other online platforms. The internet is a social community and consumers expect you to engage online. If there is a complaint or problem that you cannot solve immediately, acknowledge that you will work to find a solution and respond as soon as possible. But not all internet commentary is negative, so be sure to react to positive comments and reviews to create a personable, lasting relationship.
Monitor your social footprint on Facebook and Twitter, some of the more vocal online platforms. Do this by performing regular searches on your brand name to understand what people are saying and what problems you might need to address. By monitoring everyday chatter, you can gain valuable insight into your brand/product.
Prompt online client reviews for your product or service in your email campaigns, on your website, and across social media platforms. If you are satisfying customers, ask them to post a review to boost your portfolio of positive praise. If you’re having trouble getting reviews out of your audience, try incentivizing the process with promotions or giveaways.
Online transparency is crucial to building a strong brand reputation. It’s nearly impossible to cover up the truth (especially in this digital age) so practice honest communication and marketing online. If your company makes a mistake, address it and communicate the solution quickly, especially if your audience was affected. If someone complains about your brand or product online, address their concerns instead of deleting their words.
Building your online reputation takes time, patience, and understanding. Every business is subject to constructive feedback, so be receptive to online sentiments to better service your customers and clients.
And please remember: the world is always watching!