Managing Your Business's Online Reputation Requires Constant Management

The ongoing management of your online reputation, like any other aspect of your business, is critical to long-term development and retaining your customers. To assist with this, Rain Review developed a method for keeping track of your reputation that works effectively for your company.

We recommend these best practices to help maintain ongoing management.

1. Dedicate a Team Member to Maintaining Your Company's Reputation

We urge you to dedicate one member of your team to maintaining your online reputation. This individual will be able to respond to reviews, accept review requests, and challenge any public comments that may not be yours. This is an important step in reputation management, which can help your company’s online reputation.

2. Create a Procedure to collect client feedback.

Customer comments are an important indicator of your company’s quality of customer service, and the most effective method to receive feedback right now is through internet reviews.

Customer feedback, both good and bad, can assist your company in identifying faulty procedures as well as determining who its boosters and detractors are. This is most successful when you have access to this important legitimate input from your existing client base.

The most effective feedback generation programs combine people and technology. In fact, 7 out of 10 consumers will leave a review if:

  • They’re asked by a company representative
  • It is simple to leave a review

It’s critical that your staff establish a good, consistent habit of asking for reviews from customers and then providing interesting, simple-to-use media for consumers to submit genuine comments and stories that your team can later collect.

3. Get Your Team Involved

Everyone in your company who interacts with customers should be educated on the significance of consumer feedback. This training should cover how good and poor reviews affect a company’s trustworthiness, as well as the immediate and long-term financial consequences of a brand’s online reputation. Customer experience coaching and training is available at Rain Reviews for all of our clients.

From the minute a customer steps into your business, until they depart, your employees should make certain that their customers’ experience will result in positive answers to the following questions:

-Are their needs being met?

-Do they feel they have received excellent customer service??

-How could their experience at the business be improved?

-Would they be willing to write a review of their experience?

Offer Multiple Ways for Customers to Give Feedback

To make the review process as smooth as possible, provide several easy response methods for customers to rate and comment on your business. The greatest chance to obtain new input is while a client is still on site, during or immediately after their visit, or when they reserve their next appointment. Also, keep in mind that it’s important to provide clear signage reminding consumers to submit comments and thoughts later on.

Methods We Recommend for Eliciting Feedback

Rain Reviews uses software that is tailored to send your consumers to unique sites depending on whether the feedback is positive, negative, or neutral. This approach allows you to regulate where your clients submit negative reviews and also organizes bad remarks for quick response from the business personnel.

Respond to Every Review

Once a consumer posts a review, it is critical that your company react – and react quickly. Responding to customer reviews and ratings demonstrates your dedication to customer satisfaction and is an important element in developing trust online. Online reviews and star ratings provide social validation that helps customers make quicker judgments. This is backed up by the following compelling stats, which support the importance of cultivated and nurtured reviews:

-Of that 90%, most read at least 10 online reviews, while many read over 20.

-More than 90% of North American consumers read online reviews to learn about a business or practice.

-More than half of consumers say that a business’ or practice’s star rating is almost as important as positive reviews.

-70% of consumers want to see a company responding to their online reviews.

Acknowledge Positive Reviews

Companies should never ignore positive reviews. Building trust and confidence in your business by acknowledging and thanking clients for positive comments is beneficial. Also, be sure to ask consumers to share their good remarks on social networking sites such as Facebook, Instagram, and Twitter after acknowledging the evaluation. This enables their social media accounts to see your company.

What to Do About Negative Reviews?

Naturally, no one likes reading bad reviews or bad feedback. According to a recent poll, 60% of respondents said negative feedback influenced their purchasing decisions. With that in mind, not having any negative reviews is actually detrimental since nearly a third of consumer survey respondents think online reviews are fraudulent if they’re all positive. So keep in mind that all comments are useful for building a trusted brand.

Research estimates that it takes 12 positive experience reports to neutralize the negative impression given by a single unresolved negative experience. However, statistics indicate that if a business responds and resolves an issue quickly, 95% of unhappy consumers return and may even withdraw their negative reviews.

Frequently Asked Review Management Questions

The first step is to have a process in place that starts with your staff having conversations with your consumers to give them a review of your company. If they are asked and the procedure is simple, seven out of 10 clients will provide a review. Second, you’ll need technology to assist you in executing the procedure. After the visit, sending out a cadence of text message and email requests is critical.
If you’re a local company, we recommend putting Google at the top of your list. You must satisfy the needs of consumers from your local region in terms of rating, number of reviews, and frequency of reviews if you want to appear appealing in local search result
Yes. Businesses should react to negative reviews promptly, ideally within 20 minutes but at the very least within a two-hour time frame. When you respond, do it directly with the client. Begin with a heartfelt apology and then explain how you’ll address the problem.

Reputation marketing is critical for businesses looking to grow revenue and attract new customers. To discuss how Rain Reviews can help your business, book an appointment online or call us at (678) 964-7354 today.

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