“The worst meat ball sandwich I’ve ever had in my life ” – Restaurant review on Yelp.com
If you searched for a restaurant and saw that would it entice you to book a table? We’re guessing the answer is no. In fact the answer is no its a big no, 7 out 10 people research reviews online when making a purchase decision.
So what do you do if a negative comment or review is left about your business? What actions can you take to remove it, suppress it or to learn from it?
Every day consumers rely on peer reviews to help guide them through purchase decisions, this process is called “pull marketing” and it plays a major part in online reputation management.
Push marketing – TV campaign, print advert, billboards
Pull marketing – Reviews, SEO (search engine optimisation), social media, word of mouth
So what steps can you take to ensure you have great online reputation with positive reviews and avoid the creation of negative ones?
Its not easy to protect the reputation of your business any more, the internet is full of platforms that let customers speak to you directly and to both other customers and potential customers. A direct result of this means that is it easy for a customer to vent their frustration when they have a bad experience.
If you don’t handle the negative reviews and comments then that will affect your online reputation and can escalate to a point where your business will suffer beyond repair.
Below are 9 free tips on how you can build a build good reputation management profile for your business.
ORM (online reputation management) is a course of tasks that should be actioned both before and after any event that affects your online reputation.
Here are a few basic tips that you can follow for good online reputation management.
1. Always be prepared for the worst
This could be as simple as having profiles created on all the review and social platforms so you can respond quickly or by putting in a process before any negativity happens, as prevention is always easier and more affordable than the cure.
2. Have someone ‘own’ your online reputation in house
Allocate the responsibility to a team or individual within your business. If you are a larger organisation it may be necessary to have a dedicated spokesperson who have undergone media training so that they can confidently respond to any questions from the press and via social channels such as Facebook, Twitter or YouTube.
3. Identify all possible risks
It is best practice to identify all possible risk scenarios that your business could face in times of a reputation crisis.
4. Identify your brand ambassadors
Having a list of your brand ambassadors is a very effective tool for when you need a friendly face to help seed positive press, this could be bloggers, journalists, industry thought leaders and happy customers.
5. Always be listening
You must always have an ear to the ground to listen out for both negative and positive comments. If you can monitor this on a daily basis then all the better, you can visit your review platforms, search on Google news and the search engine results as well as harvesting the latest tweets from twitter using its search tool.
This can be time consuming and it is always more effective to use a low cost solution such as the Got Juice Reputation management portal to manage this for you.
6. Take a slice of your marketing budget and put it to one side
You may need to issue press releases, pay for advertising or engage with an online reputation management company should a serious negative issue arise, remember prevention is always better then the cure.
7. Page 1 of Google should be your best friend
95% of all searches never go past page 1 of Google hence the joke where is the best place to bury a body? page 2 of Google.
A result of this means that any bad press such as a damming newspaper article or review star rating that is shown on page 1 can really harm your business. its hard to remove negative reviews, but in some cases it can be done, however we can always suppress and push negative action away from page 1 and push positive content onto it.
You should always monitor page 1 of Google and other search engines such as Bing and yahoo and where possible respond to negative actions and create positive ones.
8. Run a good business
The easiest way to ensure you don’t receive negative comments and reviews is to simply run a good business and ensure you have a process in place to gain new reviews.
Remember by offering high quality, great service and good value customers will promote you and you will get referrals.
One way to ensure this happens is to use our review platform which will capture all negative reviews and feedback and email them directly to you in house ensuring that they are never shown to the public and it will create and promote positive good reviews along with growing your social channels such as Facebook fans.
Talk to us today and remember prevention is much cheaper than the cure.
9. Or you could just do this?