While some customers are hard to please, your business will take a nosedive if multiple customers leave bad reviews about your business on Google, Yelp, Trip Advisor, Facebook, and the many other platforms available to leave a complaint. When a new customer researches your brand, they may see all the bad reviews, but if you have an online reputation management service, you can make sure that they also see your great content and positive customer experiences, too.
In today’s digital climate, businesses must pay special attention to how their brand is mentioned online, specifically when a customer is sharing an experience. If it’s a positive experience, then you want your brand to be mentioned as much as possible.
You can wait around to handle negative reputation scores. However, it’s best to be proactive when it comes to your online reputation.
1. Expand Your Brand’s Presence
One of the best ways to promote your brand’s reputation is to put out content across all channels that relate to your business. While many companies focus just on Facebook, Twitter, and Instagram, there are a ton of social media channels out there, and there are also sites that pertain to specific industries. For example, you should look to Trip Advisor if you own a hotel. You may find that customers have been leaving reviews about your business, and if you can respond to negative experiences in comments, you can mitigate the damage done. There are also ways to remove fraudulent and inaccurate reviews on Google, Yelp, TripAdvisor, and Facebook.
2. Remove Negative Reviews ASAP
While not all sites allow you to completely delete comments, you can report reviews on Google, Yelp, and TripAdvisor if they are fraudulent or inaccurate. In addition, you can turn off reviews or hide reviews on Facebook through your page settings.
In cases where reviews can’t be removed, you can create a “channel response library,” which consists of a spreadsheet that has tabs for each channel and lists out different negative responses with a neutral comment from your staff. You can also include commonly asked questions on social media that correspond to a response from your staff. This allows you to keep tabs on how you are speaking to customers and neutralizing negative reviews.
3. Get Smart About Comment Moderation
Many potential customers look to comments on social media to see if your brand can be trusted with their business. There are a few third-party AI apps that can help with that, such as Smart Moderation. This tool allows you to set up filters to remove comments with certain words, such as “scam,” “beware,” “bad,” or any other offensive words. After setting your filters, the tool automatically moderates your comments and hides comments that it feels would damage your reputation.
4. Publish Positive PR and Blogs
Positive content about your brand will mostly come from you unless you have an amazing customer service team in place. In this case, you can put out press releases through PRWeb or publish your own content to consistently push positive images of your brand into the digital world. You can share this content through your social media channels to give it more exposure.
5. Give Customers a Reason to Leave a Review
You can use email marketing and incentives to ask customers to leave a review for your business. However, this is a two-way street. If you ask customers to leave a review, then you should give them the best experience to write about.
6. Use a Brand Mention Monitoring Tool
Tools like SocialReport.com can help you monitor your brand mentions closely online. You can see exactly when and where your brand is mentioned, allowing you to respond to positive and negative comments or even start a thread where you can let your customer support skills shine.
7. Set Up Automatic Replies and Custom Chat Bots
On Facebook, you can set up your messenger bot to automatically reply to customers who message after hours. There are also chatbot scripts that you can set up with a Facebook API developer to create a conversation with your customers, especially for answering frequently asked questions.