The days of being able to bombard your customers with commercials and interruptible advertising are over. Consumers are tuning out those types of messages. The old push economy is rapidly dying out and is being replaced with a more consumer-eccentric pull economy.
Consumers are now going online and reading reviews and gathering recommendations before making a buying decision. What they see first about your company becomes your reputation. Online reputation management is not just for celebrities and large corporations anymore. With the popularity of review sites like Yelp! local businesses can be helped or hurt by their online reputation.
What Makes A Reputation?
As mentioned before, Online Reputation Reviews about your business will go a long way to helping you. Even bad reviews can be turned into a positive if handled the right way. Do not shy away from responding to negative reviews. Try to resolve them as quickly as possible. When other consumers see that you make an effort to resolve complaints and ensure that every customer is satisfied you will be viewed as an honest, trustworthy business.
Another facet of your reputation is your social media presence. Engaging with your customers via social media is an excellent way to keep your up to date on the wants and desires of your customers. Many smart businesses are using social media as an extension of their customer service department.
Reputation Management Is A Continuous Process
Online reputation management is not a one-time exercise. Your business needs to monitor your reputation on a daily basis. Set up a Google alert for your company name to see what is being said about you on the Internet. This will give you the opportunity to head off any negative mentions and amplify those positive stories about your company.
Marketing and customer service need to work together to ensure that a consistent message reaches the consumer and that your company reacts in a similar manner.
Businesses and individuals need to view online reputation management as an integral part of the new pull economy. With the whole organization focused on reputation your first impression ana customer will be a positive one.