Reputation Management Drives Revenue for Small Businesses
You can stay on top of customer reviews with subscription services such as Reviewtrackers.com, Netvibes, Reputation.com and Trackur.com that aggregate and alert you of any comments about your business. They range from $20 to $500 per month. These are some of the capabilities provided:
- Track your visibility online
- View and update business information on directories
- Compile local business reviews and ratings
- Report on social media comments
- Indicate peaks and valleys in social mentions
- Compare your reputation to competitors
There are also companies that can repair damaged reputations by helping to remove negative information or pushing it further back in search results so it doesn’t get as much attention.
Some services will provide a dedicated social media professional to post to social media channels using best practices, use Facebook ads and audience targeting and solicit more positive reviews. They can also guide you how to find an attorney and the process of legally removing content. Whatever options you select, it is a good practice to get reviews and speak to actual customers.
The most important message is do not ignore any disparaging reviews. You can use these opportunities to respond, highlight your strengths, generate new positive content and transform unhappy customers into brand evangelists. By the way, you should also respond to the positive reviews, even if only to say thank you.
How have you monitored your online reputation and have you been able to turn issues into testimonials?