The Ultimate Guide To The Online Reputation Management Industry 

It’s no surprise that more than half of consumers turn to online reviews when deciding on products or services.

However, it is shocking that business owners are not tapping into this unprecedented market.

Respond to Reviews

Whether the online review is positive or negative, you should always respond. Customers want to feel heard and by acknowledging their review your business is seen as credible, helpful, and most importantly sincere.

1. Bad reviews happen. They are unfortunate but the best way to resolve an unhappy comment is to keep your cool. Avoid letting emotions get the best of you; it will only escalate the situation and cause more damage to your reputation.

• Don’t fight fire with fire, i.e. retaliating negatively will not help the situation - instead, calmly respond with a genuine apology and do your best to alleviate the situation. Kindness always goes a long way.
  

• Don’t make excuses. Although you may have been busy or missing an employee, justification is not a reasonable response.
  

• Don’t take it personally. It’s easier said than done, but have confidence in your business and take reviews with a grain of salt.

2. Now for the fun part- good reviews! Make sure to show your appreciation by leaving a friendly comment back to positive reviews. This demonstrates that you are not only grateful, but consistently present to your customers.

• Do respond in a timely manner. Show you care by staying up to date with new feedback.

• Do offer up alternative, additional services. Commenting on reviews are a great way to say thank you to consistent customer and attract new reviews. Showing your customer that you remember their preferences and suggesting other products and services they like is a great personal touch.

• Do share your reviews and comments. People are praising you - share it! Spread the love across all social media platforms and on your website. Make it easy for others to see how great you are.

Google My Business

Simplicity is key for retaining and attracting clients. GMB allows any online user to conveniently find reviews, directions, Q&As, and photos about your company in one search. Simply register your business with Google, provide the necessary information: phone number, hours, address, and website and watch your business grow! Now, you are not only a part of the conversation but have control over it.

Build Your Website

When you draw customers in with great reviews and a google listing, make sure you have an established website that truly showcases your company. An effective and informative page is critical to building your online presence. This includes a straight-forward domain name, SEO settings, blogs, and a mobile layout. Over half of consumers have reported that they will typically contact a company if they have a mobile website versus only desktop. Don’t miss out on potential business due to a poor website or faulty mobile layout. Create a unique and descriptive site that separates you from the competition.

Now you have the supreme manual to an impressive and powerful online presence that will entice future clients and captivate present customers.

Yes, people are talking about you online. And yes you can be a part of that conversation, as well as lead it.

Don’t waste another second neglecting the impact, or lack there-of, that your online presence has on your business. Let’s start the conversation.