Our online reputation management services help businesses build a healthy buzz.
ONLINE REPUTATION MANAGEMENT
Red Crow Marketing is a full-service marketing and advertising agency in Springfield, Missouri with the tools and experience to help you find out what people are saying about you online. With that information we can guide you through the steps you must take to improve your online reputation.
Schedule a meeting with Red Crow Marketing today. Together we will create a plan to improve your online reputation. We will:
Perform an online audit to give you an idea of where your online reputation stands.
Help you determine which platforms consumers use to evaluate/review your business and understand which have the most influence on your audiences.
Ensure that you have an active account on each key platform, monitor the page for your business, and understand the channel’s policies.
Create an ongoing process for monitoring new feedback, addressing reviews, and encouraging new online reviews.
WHAT IS ONLINE REPUTATION MANAGEMENT?
In the past, people had limited options in choosing which company to buy from. A company’s reputation was based on personal experience and word-of-mouth. With the ever-growing digital space, word-of-mouth is now online and available to almost everyone to see.
Online reputation management is the practice of shaping public perception of an organization by influencing information about that entity online. An online reputation management system is one of the most valuable tools marketers can have.
Now, in the digital age, 85% of consumers trust online reviews as much as personal recommendations. Your online reputation can have a huge impact on your business.
For most businesses, it involves monitoring online reviews and quickly and carefully responding. This is an important process to address customer feedback before they damage the individual’s or brand’s reputation.
WHY IS ONLINE REPUTATION MANAGEMENT NECESSARY?
All the money you spend on marketing and advertising can be a total waste of time if you have a poor online reputation.
Over 20% of consumers will pass on a company that has one negative article or review on the first page of their search results. 44% will pass on businesses with two negatives reviews or content on the first page of search results.
Google reports that improving your reviews from a 3-star to a 5-star rating delivers businesses 25% more clicks.
Looking at these numbers, it’s easy to see that reviews can make or break you in the court of public opinion.
Potential customers value a company’s online reputation. In fact, 15% of consumers don’t trust businesses that don’t have reviews. And it’s not enough to have reviews on just Google. 70% of consumers look at multiple review sites when choosing a local business.
Reputation management is a great tool to improve your organizational quality. By monitoring unfiltered customer opinions, an organization can use this data to discover operational flaws, allowing them to make changes.
On average, a company with a bad reputation spends 10% more per hire. Nearly half of the participants in a recent survey responded they would not take a job with a company that had a poor online reputation, regardless of any pay increase.
STEPS FOR MANAGING YOUR ONLINE REPUTATION
We narrowed it down to four simple steps that can work for any size organization.
Once you have your online monitoring in place, conduct an audit of what is already out there. Search consumer sites like Ripoff Report and the Better Business Bureau. Don’t forget to check websites such as Indeed, Glass Door, Great Place to Work, and Careerbliss, to see your business’s employment reputation.
You should decide who and how you will address online reviews. The process should include:
A regular time to go through all your reviews
A system to address positive and negative reviews.
A way to share reviews with Stakeholders.
Reviews can help you see patterns of problems with your products or service quality. Unfortunately, some negative reviews may be justly deserved. Fortunately, organizations can use this information to improve quality.
Acquire weekly new customer data and storage. This process may require security access
Develop a strategy for identifying sites you’d like to increase positive customer reviews
Create a Thank You email message with wording to ask for a review and a link to the website where you’d like them to place their review
Send the Thank You emails and monitor results
RESPONDING TO REVIEWS
A business needs to respond to reviews, both positive and negative. While you don’t have to respond to every positive review, thanking customers for taking the time to leave feedback is a terrific way to build loyalty.
Responding to negative reviews is more complicated. A negative review may not seem like a big deal, especially if most of your customer feedback is positive – but it’s always best to address the situation.
CAN A BAD REVIEW BE REMOVED?
The short answer is no. Unfortunately, review sites try to remain impartial, and will only consider removing a review if it violates their policies, or if you can supply empirical evidence it is malicious.
Below are links to the review policies for some of the major platforms.
When a bad online review appears, good online reputation management requires a prompt response. Here are some key steps to minimize the damage to your company’s credibility and your website’s SEO.
ACKNOWLEDGE THE ISSUE
In most cases, even if you don’t think the customer is right, it’s important to acknowledge the issue as soon as you become aware of it.
Not only does an apology appease the customer, but it also shows others that you care about providing a high level of service. Even if the other party was in the wrong, it is often a good tactic to issue an apology at least for their frustration or misunderstanding.
PROVIDE AN EXPLANATION, IF NECESSARY
Don’t make excuses – take responsibility. Be clear why the misunderstanding occurred and offer advice on how to re-engage with your business. Above all – DO NOT DEBATE ONLINE! See Step 5 below.
COMPENSATE THE REVIEWER APPROPRIATELY
An apology goes far, but a 20% credit on their next service is much more incentive for them to use your business again.
INVITE THE REVIEWER TO DISCUSS THE MATTER OFFLINE
Holding court on a bad review online will always work against you. Encourage an offline discussion to resolve the issue. In-person or on the phone, you’ll be able to resolve your customer’s problems and allow both parties to resolve the issue without airing the details online. Private conversation is especially crucial for our healthcare clients.
READY TO GET STARTED?
Schedule a meeting with our digital marketing experts today. We’ll help you determine the best digital strategy to meet your goals and reach your audience.