The Importance of Reputation Management

Reputation management is a critical component of a healthy and vibrant digital footprint. People looking for a service or wondering about the possibility of working with a company will oftentimes look at reviews to assist in their decision making process. In fact, reviews are one of the most important parts to effective digital outreach.

  • 95% of customers read reviews before making a purchase
  • Most customers want a company to have at least 40 positive reviews before they’ll believe the star rating shown
  • Reviews make up around 15% of the algorithm weight for Google review listings
  • A business that responds to at least 25% of their reviews can expect to make upwards of 35% more revenue
  • After being asked to leave a review, 68% of customers have done just that

Reviews Will Help Your Company Get Noticed

my customer reviewsCurrent reviews are a critical piece to a company’s position in Google’s local search results. Fresh reviews also weigh heavily on a company’s positioning in many other popular review platforms and business listings. As Google is the most used and trusted search platform, we are particularly concerned with how their review module works. Your company’s Google review count and Google review score figure prominently into your local search ranking. Receiving consistent new and positive reviews is important to keep your site at the top of search results. Replying to those reviews is also critical. 

As mentioned, in addition to Google reviews, there are a variety of other review platforms specifically designed to review companies. Those range from Yelp to Facebook to Trip Advisor, just to name a few. Which review platform(s) you ultimately choose to utilize will depend on what your company sells or what services you offer. Regardless of the review platforms used, it is extremely important to keep those reviews rolling in. In a perfect world, generating a fresh review every week, or few days, would be ideal. There are however a few challenges and/or obstacles when it comes to harnessing the power of reviews. 

  • Engaging with your customers or clients to actually leave a positive review
  • If the customer or client will potentially leave a negative review, addressing any issues before the review is posted
  • Making it easy for customers or clients to leave reviews on multiple review platforms
  • Keeping track of the analytic data associated with the powerful impact of increased reviews
  • Automating the entire review process

While it may seem like an easy task to ask your customers to leave a positive review, it’s even better to automate this process. There are  a few key reasons why review management and automation trumps trying to remember to ask your clients to leave a review. 

  • You or your staff needs to remember to instruct the client to leave the review
  • If the customer forgets to leave the review, YOU need to remember to ask again
  • If you’d like a review left on more than one review platform, you need to ask the client to go to each site and figure out on their own where and how to leave a review
  • Your customer might be inclined to leave a less than stellar review. If so, you need to have a mechanism in place to resolve any issues BEFORE the review is left

Given the importance of reviews in your local search ranking, and given the complexities involved with getting a client to leave a positive review, using a Reputation Management system is a great way to alleviate and solve all the potential problems listed above. With a dedicated system in place to capture great reviews, you can move on to more pressing issues. 

Lessen The Number Of Negative Reviews

A key piece to an effective reputation management system is helping to lessen the number of negative reviews. While having a few negative reviews can actually be a good thing, of course you don’t want too many or your company can begin to appear lower in search results and of course your company’s reputation might begin to suffer. A proper reputation management system will give the client a choice to contact you directly BEFORE posting a negative review. In this way you get a second chance of making things right. Very often, customers will opt for your post-engagement rectification and occasionally they’ll even decide to post a positive review once you’ve had a chance to remedy their initial complaint. 

Reputation Management And Your Online Strategy

reputation managementWith reviews being such a critical piece of a company’s digital success, it is apparent that using a reputation management system should be a crucial part of your overall online strategy. Harnessing the power of reviews can be automated and interacting with customers who have left a review can be handled by a reputation management administrator. 

Using a dedicated service like MyCustomerReviews.net can provide tremendous value to your post-service engagement and subsequent customer outreach.  If you’re looking for assistance with your digital outreach, C Dev offers a range of web development services as well as reputation management. You can contact C Dev here.

 

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