Michael Giannulis says irrespective of your business size, you can avert a negative customer experience but are certainly not immune from it. Do you have a small business? If yes, then the problematic part here is possessing very few tools to check multiple online resources and assess the buzz that’s going on about your company or marketing trends. In an ideal world scenario, customers who didn’t have a pleasant experience with your brand will solve the same on the phone or in-person. Things don’t work like that when you have the scope of Google and also Yelp reviews that create more buzz. So, people pour in their views and also report on these platforms that impact your online business reputation.
Michael Giannulis shares useful ways to manage online reputation
Monitoring your business’s online reputation is having the exact data about platforms your business gets talked about. It means having access to the conversations so that you can intervene as and also when required. It would be best if you made sure that your customers feel acknowledged and heard. Businesses should ensure that the customer’s demand is addressed on time. That will help in generating a positive brand reputation. Michael Giannulis, a leading entrepreneur who researches online business initiatives and also reputation management tactics, shares smart ways for effective online reputation management for small businesses.
1. Start a business blog
Create and start using a blog page on the business website. It doesn’t just help customers to share their suggestions, but also connect with you directly. Customers want to speak with the brand from where they wish to make a purchase. It could be that they want to address a query or have a better idea about the brand. When you find out time to explain the common tasks or situations that a potential customer might encounter, you let them know that they matter most. It makes them see your brand in a positive light.
2. Try and be responsive
Did you receive a Google question or Facebook message? Have you read a review that didn’t seem correct to you? If yes, you need to respond to this, with an answer or an explanation, respectively. Answering your customers lets them know that they are essential. Also, when you are responsive, it indicates that you are in complete sync with the customers. And also this creates a deeper connection with your customers, which urges them to purchase from your brand.
Take charge of reading and replying to reviews, regardless of it being negative. An outraged customer is waiting for the brand to listen to his complaint. Take time to look at the question neutrally and also check if the customer is talking about grey areas that exist in your products and services. You can always apologize for the mistake and also compensate the customer in whichever way possible. Chances are the outraged customer who will become your loyal customer.
3. Make use of social media
The majority of your clients are present on social media. And it’s a smart call to leverage social media to connect with your clients and customers. It will help you tune into the buzz surrounding your brand and also industry vertical. You will have the necessary insights to shape your marketing strategy and also have positive lead conversions.
A positive online reputation will help you gain more business scopes. The above-mentioned tactics are useful to better your online reputation.
