Before buying anything from anyone, customers often check whether they should trust a certain brand or buy from someone else.
With easier access to technology and information, customers nowadays often rely on the internet, especially social media platforms to look for products and services providers that they can trust. Wiser customers are not so quick to believe the brand’s claims, and would further research by looking for reviews and recommendations to get a better idea about the products/services before buying. Hence, having a good online reputation can be helpful in converting users into paying customers.
What is reputation management?
Reputation management is the practice of monitoring and improving your potential customer’s perception of your brand. Whilst having high-quality products and services is good, it helps to back up your brand’s image by letting the customers share what they think about your products/services.
3 reasons why reputation management is important
1. Building/Improving your brand’s image
Reputation management is critical to a business’ success as it helps shape the image of the brand that you want your potential customers to see.
Often, companies hire professional reputation management staff to handle this. Aside from emphasizing the product’s relevance to the potential customer, it is also an opportunity to interact with customers and show a more human side to the brand rather than a scripted exchange.
Providing customers with a good experience contributes a lot in gaining their trust. After all, happy customers are often willing to recommend products and services if their needs and expectations are met.
2. Diffuse rumours
Whether you’re running a big corporation or a local business, nasty rumours about the brand are dangerous for the business. Hence, it is best to address such issues as soon as possible to prevent spreading false information or misleading posts.
If you’re not careful, the image you have created for your brand can be destroyed if you are getting a lot of negative reviews on different online platforms. While these may have a negative impact on your business, you can use this as another chance to interact with your customers and ask them how you can serve them better. While some customers would refuse, some are willing to give their feedback to get a better experience next time. In this case, choosing the right tone and words are crucial in getting an ideal response from the customer.
3. Get better rankings on SERPs
Since the internet has become a major source of information, several brands are competing against each other to make sure their products/ services would appear at the top of the page.
You may create listings and profiles in different online review platforms to get more user-generated content. The more listings and profiles you use, the more chances you’ll get to be displayed higher on the SERP. You may also try using social media platforms to drive more traffic to the website by posting relevant content regularly.
Whether you’re a small or big business, you can definitely benefit from reputation management. This does not only help establish the right image for your brand, it can also help in getting more customers to trust the brand and keep coming back to do their business with you. Who knows, maybe they would appreciate the services so much that they would recommend the brand to other potential customers.