Digital reputation is critical because it affects your image and how potential customers perceive you and your business. It’s easy to develop a negative reputation because people can post negative reviews, and people can post fake reviews.
A negative reputation is based on a person’s reputation, online reputation, and reputation offline.
Negative online reviews can give an impression to the customer that a company isn’t worth dealing with or that a company has a poor product or service. The key is for your business to have a positive online reputation and for people to be happy with the service that you provide.
Online reputation can be defined as the “reputation of a person, group, company, or institution as a whole.” In business terms, it’s what the customers think about your company and what they write online about you, such as online reviews and ratings.
A positive digital reputation is created by a company’s ability to respond quickly to customer reviews, satisfy customer requests and provide excellent customer service.
What matters most
A business may lose a customer or two or even a thousand customers based on a negative review. However, if the company responds quickly to negative feedback and addresses the customer concerns satisfactorily, the company will likely see an improvement in its reputation.
This improvement can lead to many more customers signing up for repeat services.
To keep a positive online reputation, companies must have a plan and work at it. If there is a good response to a customer complaint, a positive reputation will improve.
Companies must respond to complaints fast so that the customer can try a service or buy from a competitor in the meantime. The key is to have the best customers who share their positive experiences with their friends, family, co-workers, relatives, and social media.
The most important things are the things that matter to your customers – quality and speed. Things like quality control, quality service, and the quality of your product are also essential.
All of these things can make a big difference when it comes to making a positive digital reputation.
Here are some best practices for creating a positive digital reputation:
Respond quickly to negative reviews
It’s important to respond to negative customer reviews quickly, as long as you have a real response. Don’t give out a canned response that the company makes every day.
Sometimes the best way to respond to negative customer reviews is to ask for feedback and suggestions. It is important to build rapport with your customers to understand what they would like to see from your company in the future.
Sometimes customers don’t want a canned response. The best way to ask for feedback is to send the customer an email or give them a call. Offer them a discount or a discount coupon.
Provide a fixed price service for all products or services
Providing fixed pricing for all services or products can be a way to improve online reputation. Customers can know exactly how much they will be charged, which eliminates the uncertainty of finding out from a price tag or from how much the product costs.
Customers who do not know what they will be charged about your company may decide to shop elsewhere.
Of course, there are some items where a fixed price is impossible to provide. However, you can offer two price tiers and provide a free trial.
Provide efficient customer service
Customer service is a big deal when it comes to digital reputation. People research companies before they make a purchase.
The best way to ensure a positive digital reputation is to provide excellent customer service. This doesn’t have to mean that every customer service call will be great, or even many customers will be happy.
But you will likely get fewer complaints.
There is a myth about customer service that it should be as easy as taking a customer’s order and sending them an email to get their product or service. You will often hear people say, “I would like to cancel my order,” “I would like a refund,” “I need to update my order,” or “I would like to have more options.”
These customers will complain online or ask friends and family to help them complain about the company to the company. However, companies will often spend their time trying to help customers instead of getting complaints taken off their social media pages.
Sometimes, an organization has to spend a lot of money and resources building customer service and improving its reputation online. By providing excellent customer service and giving the customer the help they want when they want it, they are creating a positive online reputation.
Keep customer service online
It is also important to make sure that customer service is available online, both from your company and your competitors. This will help your customers find the help they need more easily.
Putting all of the above best practices in place will help create a positive digital reputation for your business. But you can do more.
Your marketing, social media, and customer service can be one cohesive effort.
Use your marketing to get people to your business or your competitor’s business. For instance, if you were a furniture manufacturer, advertise your products online, on television, or through social media.
Use your customer service to connect with customers on your website, social media, or via phone. This is known as social selling.
Your marketing efforts and your customer service should complement one another.
Remaining positive with your digital reputation is a challenge, but you can do a lot of things to make sure it is a success. Putting all of the above strategies in place will improve your digital reputation, and it will also help improve your bottom line.
To build a positive digital reputation, you have to consider the things you do to create that positive reputation. These strategies include getting the basics right – being polite, professional, and responsive to your customers.