PRESERVE YOUR COMPANY’S BRAND ONLINE
How will this company treat me? This is the question consumers are seeking the answer to as they look online at reviews. If you think you are exempt from this online process it is important to note that 97% of consumers look at a business online before using their services. In addition, about 50% of consumers need at least a 4-star rating before they choose to use a business. Long story short- your company’s stars matter.
What Is Reputation Management?
Reputation management refers to the attempt to influence and control the reputation of a group or business. Online reputation management (ORM) starts with identifying what people are saying or feeling about your business, and then making sure this image aligns with your overall company goals. The growth of the internet and social media has molded reputation management into a crucial and ongoing part of every businesses’s online and offline success.
What Are The Benefits?
Whether you choose to monitor yourself online or not, customers are talking about your company and your services. There are tweets talking about your products, Yelp reviews outlining your customer service, and Facebook posts recommending or discouraging friends and family from using your products or services. While opening up to criticism or feedback may seem overwhelming, it is beneficial to embrace transparent and honest communication with your customers. Not only can you use reputation management to make a connection with your customers, you can harness the feedback as a tool for internal company improvement.