Why every business needs online reputation management
Growing competition and lack of trust can have a serious impact on the decision-making process consumers go through when buying online.
Shoppers can now research companies by cost, quality and customer experience in just a couple of clicks, so when a business lacks a good reputation, it’s easier for shoppers to look for another company who has already gained consumers’ trust. And gaining trust, reputation and recommendations stems from implementing the right reputation management strategy.
So how big an impact does managing your reputation actually have?
It increases employee loyalty
When looking for a job, people will most likely research a company and its reputation before applying. Your business’s reputation not only influences shoppers’ decisions, but also the decisions of potential employees.
If your current reputation is stopping the best talent from applying, you may not realise how much your company is suffering. Indeed, a bad hire costs the business 30% of the employee’s first-year earning. Looking for ways to improve your reputation won’t only make your customers love you, but also your current and future employees.
It promotes your business through customer advocates
Customer advocacy leverages loyal customers as brand ambassadors in order to manage your own business’s reputation through existing customers.
But why would your business need it?
Well, today’s lack of trust in advertisements and big corporate brands is the reason a customer advocacy strategy can be a game-changer for any business trying to stand out from the competition.
Giving your customers the opportunity to share their experience, needs and expectations will help you learn and exceed their expectations in order to build your reputation and attract brand new customers.
It helps build trust, transparency, and credibility
Earning your customers’ trust is key to long-term success. In a world where word of mouth is still the most powerful method of recommendation, it is very likely that your customers will discuss their experience with others.
Building trust and transparency is far from easy, but with 88% of consumers now incorporating reviews into their purchase journey, reviews have become one of the best tools for companies to build credibility and influence visitors positively.
It helps you collect customer insights
Last but not least, one of reputation management’s biggest benefits is to learn from your existing customers in order to improve your overall service, and acquire more quality customers in the future.
Understanding your customers’ needs and expectations will lead you to building a strong business reputation. Collecting customer insights also helps you acknowledge what works, and what could be improved.
By relying on unhappy and frustrated customers’ feedback, you’re proving that your brand cares to take the time to address issues and needs in order to improve your business.
Gossips and rumours are powerful and can easy destroy any company. Listening to what your customers have to say puts you in control of your own reputation. That’s why establishing a clear review strategy can help you build trust, increase customer confidence and grow your business’s bottom line.
Looking to take charge of your reputation? Get in touch with Trustpilot and find out how we can help you manage reviews easily.
Phone: +44 203 889 8444