If one of your establishments has had unfavourable reviews online that were not addressed, or did not ask for new reviews from previous customers, you've missed the chance to gain useful feedback from customers and improve operations.
In addition, you've failed to address the customer who complained about issues with your service.
Now that negative review has been buried on review sites, telling prospective customers to avoid your business.
To boost customer satisfaction with your brand, take the following four Online Reputation Management strategies:
Establish a Review-Requesting Programme
To improve your business' online presence, create a consistent schedule for asking customers to submit reviews.
You will have an entire picture of the customer evaluation when you regularly generate reviews over time.
By asking all customers to leave reviews and feedback, you boost your average rating. Create a seamless experience with simple, graphic templates for emails and mobile review requests. Choose the two review websites that are most relevant to your business and direct customers to them by email or text.
Also, request a review immediately following every customer's visit or experience with your business. Research suggests that you'll get around 10% more responses when you submit requests in the middle of the week, plus an extra 5% if you send requests in the morning.
Develop a Process for Monitoring and Responding to Your Customer Reviews
Customer reviews online are a valuable source of information, so you'll need your team of customer service employees to keep an eye on them continuously.
Your team must look at reviews that focus on operational weaknesses and solve the issues. A reliable Online Reputation Management platform gives the managers and your employees a comprehensive insight into how they can improve specific areas of your business.
By monitoring and responding promptly to reviews on the internet, you will get rid of customer service blind spots, build trust with customers, and enhance your brand's reputation.
Managing Your Business Listings
If customers go online to find a car mechanic, they search for the closest company with the highest ratings. If your listing appears on Google with the wrong address or out-of-date contact information, you'll lose potential customers without even realising.
One of the most effective methods to increase your web presence is to ensure you have an accurate business listing.
Review Google's listings and fill in the missing information, such as the name of the business, address, telephone number, web address, and operating hours.
Don't Forget Social
Many people make use of Facebook as a platform to review products or services. As such, ensure your team engages with users on Facebook and other social media platforms in a timely and professional manner, while using language that reflects your brand voice.
This technique allows you to highlight positive customer reviews, respond appropriately to negative ones, and motivate other customers to leave reviews.
Additionally, you can use the favourite testimonials from customers who have found you through your Facebook ads to show off your exceptional client service and attract a particular group of people. The ads could assist you in building followers on the internet, bring visitors to your site and brick-and-mortar locations, and establish yourself as a respected leader within your industry.
Don't Wait to Get Started
Reputation issues on the internet cost you customers – and money.
Before you begin your online Reputation Management approach, you must identify strategies you can implement today and then set your future objectives.
Continuously turning customers into online ambassadors will aid your business in building an excellent online reputation, which will result in more favourable reviews, a higher rank in search engines, and improved performance in business.
Contact EWM for support with everything related to online reputation management
Related articles.
