How to Manage Your Online Reputation Effectively
The average connected user spends over 50% of their time on social media. In all that time, do you think someone might be talking about your business? Pay close attention, because you could be letting a golden opportunity to improve your online reputation slip away. Just stop and think about the potential of social platforms.
The average connected user spends over 50% of their time on social media. In all that time, do you think someone might be talking about your business? Pay close attention, because you could be letting a golden opportunity to improve your online reputation slip away. Just stop and think about the potential of social platforms. Networks followed by tens of millions of users…a mass stage where, if people are talking about you, it had better be for the right reasons, don't you think? That's why today, more than ever, looking after your online reputation isn't just advisable—it's an absolute must.
Why should I care about my online reputation?
According to various studies, between 85% and 90% of your potential customers use the internet to look for online reviews and customer feedback before deciding to buy from your site or hire your services. Keep in mind that buyers will look for information about you everywhere, and chances are your own website is the last place they'll check to learn more about you. In general, users trust reviews managed by neutral third parties more—where the information couldn't have been tampered with in any way. They're looking for transparency. That's why they turn to social media, forums and other spaces where users freely share their opinions and experiences. It's worth remembering that people today are far savvier about how companies handle sales and marketing. They're starting to value the opinions of other customers more than anything you have to say about your own brand. And it goes one step further, because customers don't just value online reviews—they're willing to pay more for a product or service when a company has higher ratings and scores from its users compared to other stores. That's why it's so important to have a review system like Revi on your website to help you collect your customers' experiences, build trust with future buyers and, as a result, increase the total number of conversions in your ecommerce store. What's more, one of Revi's commitments is transparency: being a trusted space where only genuine reviews exist. In fact, we guarantee reviews only from people who have actually made a purchase in the online store. Reviews are also always published automatically—they aren't deleted or censored—unless they disrespect or breach the privacy of a company or an employee. This public process, which can be intimidating at first, is essential. Our customers' reviews help us improve—the negative ones included. If people aren't happy with how you're working, they won't just rate you poorly: if they don't see their review published, they'll let the world know through other channels—social media, forums and so on. And by the time you want to fix it, the situation may have spiralled completely out of your hands.
How can you manage your brand's online reputation?
It's far simpler than you think. And to show you we don't beat around the bush, here it is summed up in 5 key points:
- Monitor your social footprint
Facebook and X (formerly Twitter) are two of the most popular social media platforms, but of course there are plenty more—Instagram, TikTok, Pinterest and others. Search for your brand or product on each of these platforms from time to time to get a sense of what people are saying. As well as letting you respond to issues, this gives you valuable insight into consumer sentiment toward your brand, and even keeps you up to date on new trends and customer needs. Important: check every platform, and don't limit yourself to the ones where you already have a presence.
- Respond to people quickly
In a world that runs on immediacy, customers really appreciate getting a fast answer whenever they have a question or doubt about one of your products or services. Even if you can't deal with their request right away, send them an automated, personalized message letting them know you'll get back to them as soon as possible. If you're publishing content on your blog, engage with the people who leave comments to build a lasting relationship with your audience. And of course, if you have a customer review module like Revi, take the opportunity to respond to your customers' reviews too. On our blog we share some tips on how to respond to reviews, whether they're positive or negative.
- Collect customer reviews
Online reviews are powerful tools, especially for attracting potential customers. If you're doing your job well and your customers are happy, ask them to share their experience on different sites such as Google, Yelp or Tripadvisor. You can do this by creating an email campaign that encourages your customers to leave feedback. You can incentivize the process with some kind of prize draw or discount coupon to make it more appealing, although most customers are grateful and willing to help anyway. Customers searching for products and services value online reviews. Google reviews and Yelp reviews are among the most prominent types because they show up in search results. The reviews you collect with Revi also help improve your site's SEO. If any of your products have ratings, they'll appear with rich snippets in the searches users run on Google.
- Encourage brand advocacy
Give your audience a reason to keep engaging with you and your brand. Encourage them to share their content too—user-generated content, such as customer ratings, is highly valued by users, as we've seen. Brand promotion can also be encouraged internally, by sharing content across social media and building your brand image while you grow your community at the same time.
- Be transparent
In a world where millions of eyes are on everything you say, practise honest communication and social media marketing. Don't be afraid or reluctant to admit your mistakes—because if you try to cover something up, it will come to light sooner or later. The truth always comes out. Bet on transparency and rely on tools that turn it into a mark of distinction. Remember, as we've seen, the consequences it can have if someone complaining about you sees their comment hidden or deleted.