Building your online reputation implies a set of techniques and efforts, both online and offline. To be considered as a trustworthy brand or figure, in facts, doesn’t only mean to be reliable in your sector but also take care of your clients’ concerns and worries.
Healthcare and tourism, for example, are two fields where to attract you future patients or guests, they need to know more about your values and care, in order to be sure when they put their health and money in your hands.
To understand your customers, it is important to acknowledge their opinions, both by checking if their experience with your business has been satisfactory and to get ahead to solve any problem that may arise. To reach this “database” of information, your company needs to take care of the management of online reputation.
How do we get to know your clients better and gain their trust? Modern interactive platforms such as TripAdvisor are a good source of information to have a real time feedback and show your audience that you care about their opinion. In other words, your company can use these channels as well as Social Media and places of discussion to interact directly with them.
Even the best brands experience criticisms and complaints. Answering to these complaints requires doing it in the shortest possible time and in the best possible way.
The key to achieve a great online reputation is to make your audience notice you are always there to help, personalize your answers and be fast and proactive.
At Amara we will help you take care of your clients and build a strong bond of trust between them and your company. We will develop targeted strategies to monitor the main channels where your audience talks about you, establish voice and tone of your company and manage to be part of the discussion with authority and being helpful.
Identify the sites where your clients talk about you. Establish an active listening methodology: customers will appreciate that you listen to their opinions and suggestions.
Your business must track the complaint since its publication; study what has been the problem and how to solve it, to apply the corresponding solutions in your business. If you convey to your clients that you have taken into account their opinion to improve, you will earn their trust.
The best way to avoid negative comments is to make improvements in your business, without waiting for customers to post their complaints. Your efforts to continue improving your company and the attention paid to your customers will increase the number of positive and satisfied comments.
Online reputation is the set of all the information about you or your company that appears online, including web pages, blog posts, social networks, photo, etc. In practical terms, the information that appears in the Google search results, including reviews and comments on other sites. A good reputation shows that you are an expert in your field and that users trust you to solve their problems.
For example, if you are a professional in the health sector and the name of your clinic comes out in the Google search results, if someone in a forum talks badly about your services, this comment might generate a loss of clients and prospects.
A damaged reputation can have many factors and arise in several channels. For example, it can be generated by your own company due to a superficial customer service, teams who are not trained to provide a good quality of service in situ, poor communication about the characteristics of products and services provided, etc.
In addition, your competition as well as demanding customers or scammers, can take advantage of the internet to damage your reputation using fictitious facts, introducing information in the system that could compromise your business.
Online reputation management is a sensitive issue that requires professional intervention and advice. In fact, it represents "the face" of your business in front of all Internet users, a place where a single wrong answer to a negative comment can generate dozens of complaints and become viral. In addition, a correct reputation management strategy can benefit from the development of audience segment analysis, application of SEO techniques and scheduled follow-up.
Repairing the damage also means rebuilding. The duration of this process may vary depending on the nature of the attack. If there is a large volume of negative content or not, you can determine how long it will take to get the first significant results related to your online reputation. A targeted intervention, backed by a valid strategy, provides results in a short time to fix them over time, through constant monitoring of the channels used (corporate website, SSMM, blogs, Google My Business, LinkedIn, etc).
It depends on the specific situation. Google, TripAdvisor and Twitter, for example, offer procedures to remove false reviews or that do not tell the truth about the treatment received. However, this process requires time and resources and does not guarantee success for your company or that negative reviews will be removed. The best strategy is to answer logically and professionally and focus on the efforts to attract customers and organic positive reviews that will overcome the negative ones.