Many online marketers have talked about the powerful messages sent by Google reviews and brand mentions across social media. With users hunting down ratings, reviews, and scams, businesses need to look at their proactive reputation management plans and see the impact of their reviews firsthand.
It’s Time for Proactive Reputation Management
Most businesses have had issues in some fashion with negative reviews, poor ratings, bad comments, or even worse, BBB complaints. If your business is still dealing with the impact of negative reviews or if you just want to create a strategy for handling your online reputation, these tips can help your team jump online and take action.
1. Conduct an Online Reputation Audit
It’s time to get your team together and look at all of your owned media online. In a spreadsheet, you can list all channels and profiles that you own on the web.
Here are some questions you should answer with this audit:
It’s important to include the link and any other notes about each profile, including improvements and positive insights that you find through analytical data. For example, you can look at Facebook Insights for information on your top posts by business page. Other social sites also have analytics including Twitter, Instagram, LinkedIn, and Pinterest.
2. Streamline Your Brand Presence Across All Channels
Before even responding to negative reviews or brand mentions on social, businesses need to make sure that their profiles have a positive brand presence. The main social channels include Facebook, Instagram, Twitter, and Pinterest, but businesses also have to consider their Google My Business profile.
Each profile should have the following before you start bringing more attention to your brand:
3. Apologize and Privatize
When it comes to handling negative reviews, you need to be the most proactive. Some complaints will be over the top, unfair, and biased. Some may not even make sense. It’s important to find a brand tone that apologizes and nullifies the negative sentiment.
We suggest the following approach:
In addition, some platforms like Yelp, Yellow Pages, and Google Reviews allow you to flag posts and remove ones that are completely unfair and unfounded. However, there is a process and it takes a while to get these reviews off your page.
4. Avoid These Common Reputation Management Mistakes
Google has changed their policies on advertising for reviews, and there are a few other things that companies must remember when handling complaints and poor ratings.
Ultimately, your reputation management takes a big investment. Your customer service, marketing, and sales teams all have to work together to make sure that customers are satisfied and receive what they paid for. It’s also about going the extra mile to get repeat business from customers as well.