One of the most commonly overlooked areas when it comes to a professional reputation is what happens online. Your online reputation as an entrepreneur or small business owner couldn’t be more important and having a good one can spread just as fast as having a bad one.
First impressions matter to customers for a reason and this is the same for your business reputation online. Thankfully, reputation management isn’t actually as hard as you think it might be.
If your company is perceived to be helpful, caring, and knowledgeable, then you’ll have a clear advantage over businesses that aren’t. Once you realise that prospects are more likely to come to your business if they see that you have a positive online reputation, you’ll start to take better care of yours.
So, if you’re ready to start enhancing and building your business’ online reputation, simply follow our 4 essential tips listed here.
- Give customer complaints extra attention
No matter how impeccable your product or service may be you will always have the occasional customer who says you simply can’t do anything right. This is a normal part of running any business, but unlike a verbal complaint, an online complaint could be visible forever.
While a customer complaint online could be about anything from a wrong delivery or an accidental overcharge to them simply being angry or believing your service is awful; you have to remedy any complaint straight away.
Think about it this way – for every second you don’t act a prospect chooses a different company. That’s how seriously you should take online reputation management because in the long run, it could cost you far more than just one customer.
You have to accept that customers will write some pretty hateful stuff about your company when they’re angry. However, it’s not what customers may say about your business when angry or upset; it’s what you say back that counts.
Take the time to talk to your customers and learn about what has triggered them to be upset. Once you know, offer them a solution that will make a positive impact and go through with it. It will cost you far less to offer a refund or replacement product than losing a few prospects because you handled the situation badly.
- Help your customers by posting great content
Online reputation management should be at the forefront of your mind when using the internet to create content. Creating good content is a sure way to give your business a foothold as a trusted voice in your industry, so you shouldn’t neglect this opportunity.
Think about writing content that’s polished and professional. If you pick trending issues, your audience will be more engaged and realise that your content is up-to-date throughout the year.
Giving your customers actual substance with the content you post online should always be at the forefront of your mind. Staying competitive in today’s world relies on your business going the extra mile to ensure that your customers feel that you inform them and help solve their problems.
- Humanise your language and give your content character
Gone are the days when consumers responded to the corporate language that many businesses were accustomed to using. Today, you have to humanise your language in order to give your content and company character.
Being active on social media can give your online reputation a great chance to flourish by responding to customers in real time. Facebook, Twitter, and LinkedIn offer you a great platform to increase your brand awareness and post content to millions of potential customers from all over the world.
Set out your objective with social media before posting anything and learn which of the current trends your audience is following. In addition to this, you should establish exactly when your core audience is online and post then. Remember that fresh news in one part of the world, can be old news in another.
- Define your brand
Defining your brand couldn’t be more important when it comes to reputation management online. Your brand and the choices your company makes has to reflect the character you’ve established in your content. If you fail to standby the things you’ve said in your content then your business reputation is probably going to take a hit.
Every decision you make for your business has to be calculated and well thought out. This obviously includes your content and this is potentially your biggest platform to define your brand in a way that your customers will come to know and love.
If handled incorrectly, online reputation management can become less about you enhancing your company’s reputation and more about trying to save it. Our 4 rules can stop you from making costly mistakes and give you a firm base to grow your online reputation from. Just remember to care about what you write as well as your most valuable assets – your customers.
Are you planning on training your team on how to create great content and abide by the 4 rules listed here? Saxons has a range of fully equipped training facilities to make things easier for you. Simply head to our Training Facilities page to learn more about how we can help.