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Your Brand Online

How important is your brand’s online reputation?

According to Harvard Business Review, the difference between a four-star and five-star rating on major online review websites can amount to a 9 percent increase in income.

Those companies with the best online reputations will benefit greatly from it, both in terms of exposure and in customer loyalty.  WSI can help you develop smart online reputation management skills that keep your brand prominent. Watch this video to learn about 5 important steps for a better online reputation:

Five Steps for Better Online Reputation Management

        1. Be Prepared to Listen 

Business today is intensely customer-driven. Being customer focused is the most critical success factor. With a literal world of purchasing choices at their fingertips, a successful business is one which truly listens to their customers and their feedback. Your own customers are one of your best resources for identifying new business opportunities and new ways to improve your product offerings.

        1. Target Relevant Review Websites

Discover which websites your leads are most likely to be visiting for reviews and information. For 9 out of 10 likely buyers, these online review sites are as important as word-of-mouth from people they know. Any online reputation management campaign must take the major websites (such as Google, Yelp, TripAdvisor, OpenTable and Foursquare) into consideration.

        1. Gather Direct Customer Feedback

Don’t rely solely on reviews written by chance. Directly engage your audience and ask for their feedback! This can take many forms, from relatively informal discussions on your Facebook community, to professionally-conducted customer satisfaction polling.

Rewards for participation can help inspire communication, but keep them small. It shouldn’t seem like a bribe.

        1. Share Your Customer Feedback

Honest customer testimonials are one of the most effective forms of advertising.  When you get positive feedback from customers, share it via your website and social media! Also, be sure to thank your customers for taking the time to contact you. It makes them feel appreciated, and improves your reputation further.

        1. Respond Appropriately, Learn, and Improve

When you get honest negative feedback, respond promptly, be professional, and take responsibility.  Purchasing intent can go up over 100 percent when a lead sees a company admit to a problem and take visible steps to fix it. Conversely, trying to cover up for legitimate mistakes can be especially damaging to a company’s reputation.

Online reputation management requires a willingness to listen, and a willingness to change.  WSI knows how to implement processes to leverage these skills for superior ROI.

Contact our Napa online reputation experts at (707) 681-5096 or click here