Here are six practical ways to build and maintain your company’s online reputation.
Why does online reputation matter?
A company’s reputation can influence whether someone becomes a customer. People may read reviews on maps and independent websites and compare businesses before making a decision. The following tips focus on responding to feedback and building trust online.
1. Monitor and respond to reviews
- Read both positive and negative reviews of your business.
- Keep an open conversation with your customers.
- Respond regularly and show that you take their feedback seriously.
- Give negative feedback proper attention. Understand what happened before responding, and avoid assuming that a critical review was placed by a competitor. If you need help assessing the situation, contact our team to discuss an appropriate response.
2. Invite honest customer feedback
Ask customers to describe their experience in their own words. Make it easy to find the review page and keep the request open to both praise and criticism. Keep requests for reviews independent of discounts or other rewards.
- Your business learns what customers value and what needs attention.
- Customers can share their experience with other people who are deciding whether your business is right for them.
3. Build a presence on relevant platforms
Use channels where your audience is active. Publish useful blog posts or videos, answer questions and share information about your company. Examples include VK and YouTube. Use the channels that fit your audience and keep the information about your business consistent.
4. Choose influencer partnerships carefully
Working with a relevant creator can introduce your business to an interested audience. Review the creator’s content and audience before arranging a promotion. A channel about computers, for example, may be a poor fit for baby strollers unless there is a clear connection to its viewers’ needs.
5. Handle complaints calmly
Keep disagreements professional. Listen to the customer’s concern and try to resolve the underlying problem without hostile public replies. A goodwill gesture, such as a discount, may be appropriate in some cases. Keep any remedy separate from a request to change or remove a review.
6. Keep engaging with your audience
Reputation develops through consistent interactions. Answer reviews and questions, share relevant news about your organisation and consider events that are useful to customers. Use what you learn from the audience to improve the experience you provide.
Building a reputation takes ongoing attention. Our specialists can help you review feedback and plan how to respond.
