A transformation that we have seen in the mindset of the consumers
is that now they rely more upon online reviews and feedback that "Word To
Mouth". The truth hidden behind this statement can be proven very easily
with the following data.
- 91% of consumers trust online reviews as much as personal recommendations
- 86% of consumers read reviews for local businesses
- 89% of consumers read local businesses’ responses to reviews
- 86% of consumers would consider leaving reviews for businesses
- Negative reviews stop 40% of consumers wanting to use a business
Seeing the numbers and percentage, this can be concluded without any
doubt that businesses now have to work very hard in managing their online
reputation that they were doing earlier. This can be done really easily with the
help of reputation management services India availed from an established and
experienced online reputation management company India. As you do this, you
will achieve all your ultimate goals like improving your brand, connecting with
your customers and generating more sales. So, let us go through some steps that
the experts from the chosen reputation management company India would take to
help you maintain a clean reputation.
Create and Claim Your Business Pages
- Creating and claiming a business page on different websites can
help you in a number of things and this is the first that the ORM experts from
the chosen agency would take.
- They will create a profile on different websites like Yelp,
Tripadvisior, Google, etc. and from there; they will even complete the profile
and necessary information. This way, it would become very easy for you to claim
the business.
- This way any negative review coming on the profile would be read
by you and you will be in the position to respond to it accordingly.
- These negative reviews can also be used to learn about the
shortcomings in your business that consumers are seeing and you will be able to
address them to render good quality user experience.
- As far as conversing with the customers is concerned, always be polite
and gracious, even if you don’t necessarily agree with their version of the
review.
Have a Process in Place
- Before you could start responding to reviews and comments on the
Internet, the experts from the online reputation management company India will
make sure that you have a process in place. This means setting us a time to
respond to them, reading them and noting down the sentiments hidden in the comments
and so on.
- They will ensure that only one person is designated this task of
responding to queries, concerns, comments and questions, because confusions
would arise very easily in case, multiple people are doing this.
Similarly, they will ensure that the person responding to online
reviews should:
- Have a clear and precise writing style
- Be compassionate to customer concerns and feedback
- Have the authority to speak on behalf of the company and resolve
issues
- Know when to escalate problems to higher management
Monitor Your Mentions and Reviews
- The teams working for your company’s reputation management will
not mind using different software and tools to monitor your online mentions and
reviews coming on different channels.
- With them, you will be able to respond in the timely manner and
with tools like Google Alerts; data shows that businesses have been able to
improve their online reputation much more than what they had imagined.