Online Reputation Management: Why Your Brand Needs It?
As they say, “there is always a calm before the storm.” Yes, in the world of online marketing, it is always calm when you sit there doing nothing to protect your brand. If you don’t act quickly, you are paving the way for the storm, jeopardizing your brand’s reputation.
One negative word gets out and the brand lands into an uncertain pool of trouble, which will be challenging to manage if not taken care of immediately.
While you spend a lot on online marketing to get your business to the top, there are some simple things like the brand reputation that might be taking a back seat.
Currently, people spend more than six hours online. At that pace, word will get around quickly and there is hardly anything to do to mop up the damage.
However, if you put in some thought and invest in online reputation management for your brand, you can save your brand and build awareness. Read this article and find out why you should be using brand reputation management for your business.
Brand reputation management
Customer relationships are at the core of any business. To build a relationship, you need to understand your customers inside-out. For that, you can start researching what customers think about your business. There should be a process in place to track and monitor where your business stands from a customer’s viewpoint.
The customer perception will give you further insights on the next steps to implement to enhance your brand’s identity. Brand reputation management will help you with these.
In the online world, brand reputation management is simply the process that helps you monitor and safeguard your brand’s reputation across social media, Google, and reviews.
Brand reputation is not just a one-time process. You need to constantly monitor your brand’s reputation to address any negative reviews or feedback instantly. A positive reputation will earn you customer trust, which contributes immensely to the growth of your business online.
However, if you are unable to manage any negative reviews soon, you are risking a bad reputation, ultimately losing customers.
Why does your brand need an online reputation?
1. Customer engagement
Customer engagement is one arena of customer relationships where you need to have a strong foothold to succeed. Monitor all channels where your business and people are active to help increase chances of customer engagement. Approach your client interactions proactively. Ensure that you react and respond to every query from your consumers.
You need to be online 24/7 for 365 days and do not wait too long to respond to any of their queries. Invest in some exciting offers to keep your customers’ interest in your brand intact. All these and more will give them enough reasons to stick to your brand and not wander off in search of better options.
2. Customer trust
Customer trust is the foundation for building a strong relationship. Fostering customer relationships will help your business to grow and succeed in the long run. You have to put in some efforts to nurture and consistently enhance customer interaction through brand reputation. If you succeed at building a good reputation for your brand, you need to keep it going.
You need to have certain processes in place to track the authenticity of the reviews about your brand. There are tools available that will help you track such reviews and get notifications, every time your brand is mentioned across the web.
3. Brand credibility
No matter how hard you work to satisfy your customers, negative reviews happen all the time and word gets around like wildfire. One bad experience and bam – the customer is enraged and decides to walk away from your brand. Imagine if more than 20% of customers decide to leave because of a single experience. Your actions influence your customers’ decision to continue trusting you.
If you decide to walk away from such negative reviews, it is definitely going to harm your business and do no good. However, if you decide to stay and respond to such negative reviews immediately, you are building credibility.
Whenever a negative review or comment pops up, respond the next second so that your people know that you are listening and are there to help. As we discussed, keep a track of the reviews so that you know what is coming and can act accordingly.
4. Customer insights
Fixing your reputation will land you into your people’s good books. But there is more to it. The reputation management system will help you to learn more about your customers. You can use these insights to further enhance your reputation.
You need to continuously keep an eye out for what your customers are doing and how they are responding online. When you are constantly in touch with your people, you can understand them and their needs better. Use your understanding to foster your brand’s reputation.
Track your customers’ reviews and feedback and use these to offer your customers everything that they expect from your brand. Online reputation management will help enhance your products and service offerings better, improving user experience, which will help your business grow.
Own up to your mistakes whenever something goes wrong. This will go a long way in building customer trust. Managing online reputation by constantly monitoring and responding to consumer reviews manually might be challenging. Simple monitoring tools, such as Google Alerts, are available to make your job easier.
Responding to customer queries and reviews enhances your brand’s credibility. Invest in online reputation management to take your brand to the next level. If you cannot do it alone, hire a branding company for all your branding needs.
About Seattle New Media
Seattle New Media is a digital marketing company, offering A-Z services to help build brand awareness for our clients. For a consultation, contact us today.