Reviews and user-generated content have become one of Google’s most important factors when ranking a website on its SERP. These types of content are connected to a brand reputation and authority, so the more positive reviews a business has, the better it can deliver to the needs of its customers. On the other hand, companies with negative reviews might be doing something wrong with how they serve their customers.
It is impossible to satisfy all customers. There will come a time you will encounter an online review that isn’t pleasing to your brand. So how can you protect your brand reputation when this time comes?
Here are three important tips on how you can strengthen and protect your brand reputation online:
1 – Create a response strategy.
Whether you receive a good or bad review, acknowledge with a comment. Doing so will help you set the record straight and develop your reputation as a brand that cares about your customer’s opinions. But before you start, talk to your team and decide the following things:
- Who will monitor each comment and review?
- What tone will you set for your company’s communications?
- Who will answer or respond to the comments and reviews?
2 – Strive to get positive reviews.
Getting good reviews should be your goal. And the more good reviews you get, the easier it gets for online users to overlook any bad feedback you have. Here are some tips on how you can encourage customers to leave positive reviews on your website, Google My Business listing, and Yelp:
- Actively manage your online business profiles. Include the proper business NPA, upload images, and represent your brand correctly by incorporating them in your content.
- Build a one-to-one experience with your customers. Try to be personable and friendly so users may prefer and find it easier to communicate with you.
- Make it easy for people to leave reviews. Your customers should find it easy to know where they can leave feedback about your business, product, or service.
3 – Build your brand positively online.
As the trusted digital marketing company in Los Angeles suggests, building your brand positively online is vital. Work on how you do your online marketing, and check if the tone is similar to how you communicate with your customers. Be friendly, and make it easier for customers to find your brand and contact you if they have any questions about or suggestions to your business.
