When hopeful customers are researching online, the first thing they will look at isn’t your homepage or list of services; it’s the reviews. Past experiences with your business can impact a potential client’s decision to move forward with you. For this reason, online reviews are one of the most essential factors in your overall success.
That’s why managing your digital presence is critical to your marketing strategy. Actively monitoring and engaging with your online reviews ensures that future customers see how dedicated your business is to providing a stress-free and rewarding service to anyone.
In this blog, our AGI Marketing team details the top 4 reasons you should implement online reputation management to help maximize your business’ success.
#1: Monitoring Reviews Can Refine Your Business Experience
Whether it’s Google Reviews, Yelp, or another review platform, online reviews can either bring in potential customers – or send them to your competitors. Your profile doesn’t need a full 5-star rating, but enough low-star ratings can negatively impact your online credibility.
Rather than ignore these negative reviews, look into why a past customer shared such a negative experience. Was the product or service they received different from their expectations? Was there a miscommunication or lack of communication between you and the customer?
Analyze what happened with that customer to see what you can learn from it. Once you recognize what led to the bad review, you can work to improve it. That way, you can prevent similar experiences from negatively impacting your online reputation while greatly increasing your chances of a positive review.
Future customers will see this change online and take note that a problem in the past doesn’t seem to be ongoing. This will reassure them that your business learns and evolves from past issues, which means they can expect an improved customer experience.
#2: Responding Shows That Your Customers Matter
Interacting with customer reviews leads to making improvements behind the scenes and directly addressing your dedication to improving their experience.
Try responding to the person who posted a negative review, thanking them for their honesty, and adding that you will use their experience to refine and improve your business operations going forward. Even if you fell short in delivering what they wanted, acknowledgment and sincerity will go a long way. It will show them and others that the experience meant something to you and that you put thought and effort into ensuring it won’t happen again.
You don’t have to reply to just low-ranking reviews. Share your gratitude in response to positive reviews, stating how it was so great to work with them and that you hope they continue enjoying your products or services.
It will show potential customers they can expect a great experience, making them more likely to reach out to you.
#3: Online Reputation Builds Online Credibility for Your Business
When deciding which business to go with, customers want one that not only has the services they want but also one they can easily work with. Most companies have limited ways to impress a potential customer, but your online reviews are a great way to do so.
By actively managing your online reputation, you’re building your brand as a credible business that cares about its customers. Sincere and professional responses paint you as attentive, understanding, and respectful rather than a company that doesn’t care about its clients. By showing you’re making sure each customer is satisfied even after the service is done, you’ve shown that you care about your customer’s experience and use it to benefit future customers.
For many potential customers, all of the above is precisely what they’re looking for. They will see your efforts when they research you. That assurance will have customers clicking on your website to learn more about your products or services and feeling confident that they’ve made the right choice.
#4: Reviews Help Spread the Word About Your Business and Level of Customer Service
Now that you’ve established yourself as a client-focused business, you can expect to see more customers contacting you for your services. Your brand and improved operations process will guarantee that your online reputation management isn’t just for reviews but ultimately to ensure your customers are satisfied.
Having experienced excellent customer service thanks to past reviews will likely inspire them to leave their own review for your business. Having improved your process thanks to past feedback, the probability of receiving a high rating and review is drastically higher, making even more people interested in your business.
Additional positive reviews can also boost your online standing with search engines, such as Google, which will view your large number of high ratings and reviews as a quality recommendation. So don’t be surprised if you see a jump in your online standing with search engines as a result of online reputation management.
Stay Ahead of the Game with AGI Marketing
Managing reviews for your business is a great marketing strategy for improving your online presence. But managing your online reputation does take time and effort.
That is where AGI Marketing can help. Our experienced online reputation management specialists can take on all aspects of the process, from asking your clients for reviews to monitoring and responding to both positive and negative reviews. If you’d like to learn how to increase your number of customers with our online reputation management services, reach out to our knowledgeable digital marketing team.