Does your business have a reputation that keeps customer’s coming back? Reputation management is vital to the growth of your business. Most customers make their purchasing decisions based on what they see and read online. If you have negative reviews, then your customers may find them and they could make a decision not to buy from you because of that bad review.
Unfortunately the internet cannot be controlled, but you can manage the way your company and brand are perceived. If you have negative reviews out there, you need to proactively manage them to ensure they don’t damage your reputation. If you have great reviews and positive feedback, you need to use them to drive sales to your business.
Why You Need a Monitoring System
It is absolutely critical to ensure that you have a monitoring system in place. You need to be monitoring all mentions and hashtags along with checking your social media channels daily. Don’t wait until it’s too late to respond.
Early Response
As soon as you see a negative response or review you must react immediately. If your customer is unhappy, find out why and see what you can do to rectify the situation. They may have their information wrong, which means you should provide them with the correct information. If the customer has noticed a problem or issue, thank them for alerting you and put a plan into action that solves the issue. When you do this make sure your customer knows that they have helped you improve your product and thank them publicly for their help. Always remember when responding to the negative that you are providing a solution, and never forget that your response is public and lots of folks will be reading it.
Don’t Delete the Negative
Deleting negative comments only makes you look guilty and your company looks like it is hiding something, this only makes the situation worse. What can you do to rectify the problem?
Reach Out
If the customer has left their contact information then get in touch right away. Let the customer speak their mind and explain what drove them to leave the comment. Allow them the freedom to vent if necessary. When the customer feels satisfied that you have heard their complaint, then offer solutions or assistance. This will turn that unhappy customer’s experience into a positive one that has them singing your praises.
Ask Your Customers for Their Testimonials
Testimonials and positive comments are terrific word-of-mouth promotions that are great for your brand. Learn to maximize the positive reviews and use these great reviews to promote your company. Ask any of your customer’s that have expressed a positive opinion for their feedback.
Take your customer comments and suggestions and use them on your website or blog to promote the company. Share all that positivity on your social media channels. Encourage your customers to leave comments and feedback so that anyone online can check out your reputation.
Don’t forget to continue posting to your blog on a regular basis. Remember, you are the expert in your field and you want to share that knowledge and information with your customer and keep them coming back for more. Your content must offer some value to your customers and it should give your company the reputation of being an expert who is responsive and ethical in your dealings. This is what will drive sales and result in positive reputation for your company.
If you need help managing your business’s reputation and social media strategy, do not hesitate to contact Cyrux Smart Solutions Inc. at (416) 222-0035 today!