1. In the digital age, everyone has a voice
The old adage is that if someone has a good experience with your company, they’ll tell a couple of people about it. But, if they have a bad experience with your company, they are far more likely to tell 5 or more people about it.
I know that I try to break the mold where this is concerned. I try to sing the praises of as many companies as I can because I believe that good customer service, a great team, or a superior product deserves recognition. At the same time, I haven’t hesitated to verbally destroy companies who have treated me poorly. Parties are an interesting time for this to happen. Nothing quite beats the feeling that washes over you when 15 people vow not to purchase a car from a particular dealership because of an experience you had. I still smile when I think about the math on that one.
The idea of customers broadcasting their experiences with your company, however, has now entered a time when anyone with a keyboard; be it on a smartphone, tablet, computer, or any other connected device, can influence the decision of others. And, when these reviews from the general public are posted next to reviews of similar companies, just half a star can be enough to take money out of your bottom line and put it in your competitors pockets.
Online reputation management is the practice of ensuring that your customers become your biggest advocates and maximizes the likelihood that all customers, not just those who have a less-than-stellar experience with you, will take to the internet to let the world know just how good you are at what you do.
2. It affects your search engine rankings
Your reputation score affects more than just the behavior of your potential customers. Businesses that are routinely ranked poorly by customers can see their search rankings suffer as a result. As we know, it is the goal of search engines to provide high-quality and relevant information to those who use their services. Ranking companies that are known to provide poor service above companies who provide stellar service is the same as ranking spammy, low-quality content higher than content that adds value.
3. Satisfied customers shouldn’t be a silent majority
Customers who are dissatisfied are far more likely to speak out than satisfied customers. This can skew your online reputation in favor of the negative voices. That’s why it’s so important to make it easy for happy customers to let the world know how good their experience was.
If you are bad at what you do and fail to treat customers with the respect they deserve, then no amount of online reputation management can help you. However, try as we might as businesses, It is nearly impossible to please every single customer every single time. Invariably, something will happen – sometimes even beyond our control – and it will trigger a negative response from a customer. How your online reputation management team responds to such an event can make a difference to so many aspects of your business.
Don’t lose business simply because your satisfied customers remain a silent majority. Talk to us about how an online reputation management campaign can boost your visibility, search rankings, public perception, and overall bottom line.