Other people are creating your reputation FOR you!
Do you know what they are saying?
One of the strangest truths about Reputation Management is that people trust the opinions of complete strangers to tell them where to spend their money. In fact, their trust their opinion more than your advertising.
Most people will now do a quick Internet Search on a business, restaurant, or service you offer before they come try you out. And if you don’t know what is said. . . then you have a high probability of never seeing that potential customer come through your door or connect with you online.
Now more than ever, managing your online reputation is critical to the success of your business.
Your Reputation is Everything. Negative comments about you or your business can be extremely bad for your business. However, a bad review or two is not a bad thing UNLESS you ignore it. Having a Reputation Management strategy that responds and protects and strengthens your brand is vital in today’s digital world. At a minimum, your strategy should:
- Thank customers for a positive review. This shows that you sincerely appreciate their feedback.
- Respond to negative reviews in a timely manner. This also shows that you care about the customer’s experience. Although you cannot go back in time and change their negative experience you can open an honest line of communication with them and perhaps bring them back in the door again. More importantly, others that are reading your response shows potential customers that you care and are open to improvements.
- Have a campaign to gain more reviews. This helps to ‘bury’ the negative reviews with a lot of positive reviews.
Whether people are searching for a new restaurant to visit, a new hotel to stay in, or a new dentist to do some work, your online reputation is key to future growth. Consumers are flocking to online review sites like Google, Facebook, TripAdvisor, and Yelp (to name just a few) to share their experiences. And these experiences from strangers are influencing the purchase decisions for 93% of consumers (Google/Nielson).
And finally, a good Reputation Management Strategy will turn your customers into your Brand Ambassadors.
66% of travelers say they will spend more time reading reviews about destinations in 2021.
When deciding between 2 hotels, 65% of people say that seeing a management response would sway them to book with the responding hotel.
Customers are willing to spend 31% more on a business with excellent reviews
A one-star increase in Yelp rating leads to a 5-9% increase in revenue.
Harvard Business School
93% of people who use mobile to research go on to complete a purchase of a product or service. Most purchases happen in physical stores.
73% of consumers only pay attention to reviews written in the last month.
91% of 18-34 year olds trust reviews they read online as much as personal recommendations.
When you display your reviews on your website your conversion rates increase 270%.
Spiegel Research Center
92% of B2B buyers are more likely to purchase after reading a trusted review.
Increasing your review rating by 1 star will increase your revenue by 9%.
Harvard Business School
90% of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews.
97% of people read reviews for local businesses.
A company’s online reputation is responsible for at least half its market value.