Reputation management refers to the influencing and controlling of an individual's or group's reputation, in this case, online. It has become one of, if not the most, powerful marketing forces. Philip Kotler said, “The best advertising is done by satisfied customers.” Although we would like good reviews to happen organically, it's often not the case - even if our customers are very happy! You have to put significant effort into generating reviews, and managing them when they are received.
“Reviews from your customers can provide valuable feedback for your business, and replying to reviews can help build your customers' trust”, Google.
Google reviews should define a vital part of a business’s marketing strategy. Not only do they influence prospects, but they also affect Google search results. While there are a lot of factors involved in search rankings, online customer reviews indicate 'authority' and 'trustworthiness' of the business. Google (and other search engines) use an algorithm that will rank a company with many reviews higher than a company with very few reviews in search results.
It's as important to receive many reviews, as many positive reviews.
We find that many businesses are hesitant to open that door, for fear of receiving the occasional bad review. That's ok. If a review is negative, it is important to recognize the review, and reply. Invite them to contact you to resolve the issue. A disgruntled customer is likely to change their review if the problem was handled appropriately.
Social Media Reviews
Social media has become one of the primary forces of influence on the Internet due to the massive number of users on social media. It’s reported there are currently 3.03 billion social users.
A company should never underestimate the power of social comments. They have a powerful ability to affect public opinion. Social media is a very likely (and easy) platform in which customers will air their opinion about, literally, everything. And one single post or positive review can turn thousands of people your way, or not.
Prioritizing reputation management is an effective strategy to help businesses maximize growth and optimize their marketing strategy. If you need help generating reviews, cleaning up your reputation, or just monitoring the reviews, we can help.