Whatever the size of your business, your online reputation is something you can’t ignore. A good logo, a strong website and smart marketing all help, but they fail if people find a poor brand image when they look you up.
A strong reputation attracts customers, lifts sales and builds loyalty. A weak one costs customers and revenue, and in the worst cases can close a business. These are the five factors that most often make or break it.
1. Customer reviews
According to a survey reported by GlobeNewswire, nine out of ten shoppers read reviews before they buy. Customers are your biggest brand ambassadors, so thank the ones who leave positive feedback.
Negative reviews are disappointing, but never ignore them. Act on the feedback and aim to turn that customer into a five-star review next time. Watch the reviews coming in from your website, social media and listing sites.
The rule of thumb: reply to every review, positive or negative.
2. Social media presence and interaction
Whether you’re promoting your business or building your image, social media is key. Be active on the channels your customers use, optimise your profiles, post regularly and run the occasional contest.
When someone likes or replies to a post, engage with them personally. It shows customers how much you value them.
3. Your product or service
Your product is your brand. Some customers want low prices, some want quality, some want fast delivery and others want great service. Whatever matters to yours, improve the experience from the first quote to the final payment. It helps you keep customers, win new ones and stay ahead of competitors.
4. Website design
In a HubSpot survey of web designers, 73.1% said a non-responsive design is the top reason visitors leave a website. Your site is where customers judge your products, place orders and leave reviews.
Good design doesn’t mean lavish. It means simple, fast and useful, with products, pricing and offers easy to find, so buying is effortless.
5. Business listing websites
Listings on high-authority directories bring good traffic and trust, so keep an eye on them just as you do your social profiles. You don’t need to be everywhere. A handful is enough, such as Trusted Business Reviews, Yelp and Google Business Profile.
Summing up
Your people, your market research and your quality control also shape your reputation. If you want help improving yours, the Reputation Savvy team offers a free audit of what people find when they search you.
Brand Reputation
Brand Reputation
Brand Reputation