More than damage control, managing your online reputation is more about creating a brand image to display your brand values and attract customers. If done right, it keeps your visitors coming back. For small business owners, here’s a list of proven online reputation management strategies that can easily build a positive online presence.
1. Respond Quickly and Professionally to Reviews
Imagine walking into a shop. You greet the cashier but get no response. Awkward, right? Whenever you ignore online reviews of your customers, that’s exactly how they’d feel. An appropriate and timely reply shows you care about their experience.
How to Respond to Reviews?
i) Positive Reviews:
Thank your customers by personalizing your response to make them feel special.
Example: “Thank you for loving our eco-friendly packaging, Amy! We’re thrilled it made your unboxing experience extra special.”
ii) Negative Reviews:
Stay professional. Just acknowledge the issue, and offer a solution.
Example: “We’re sorry about your delayed order, James. We’ve updated our logistics and sent a gift card for the inconvenience.”
What to Avoid?
- Getting defensive.
- Ignoring genuine concerns.
- Using copy-paste replies from bots.
2. Encourage Satisfied Customers to Leave Reviews
Have you ever voluntarily left a positive review for a brand after making a purchase? You might have, possibly after someone nudged you. But that’s ok because unless customers are prompted, they don’t think much about leaving reviews. So, it’s your job to make it easy for them.
How to Encourage Reviews?
i) Ask at the Right Time:
The best time to ask for a review is when your customers are happy. The moment they make a purchase or experience a great service—you can easily leverage those moments.
- Make It Simple: Provide direct links to your Google My Business in emails, texts, or receipts.
- Offer Incentives: A small discount can really motivate your customers to leave reviews. An even better option is giving them a shoutout on social media!
For example, assume you run a coffee shop. A regular customer praises your new latte flavor. Here’s your chance!
“We’re so glad you loved our new latte! It’d be great if you could share your thoughts on Google as well. Here’s the link: [insert link]. As a token of gratitude, enjoy 10% off your next order!”
Bonus Tip:
If you run an offline store/office, place QR codes at the reception that link directly to your review platform. This way customers can leave a review with just a quick scan!
3. Leverage social media to Build a Positive Presence
Take your social media presence beyond selfies and memes. A strong social presence is about humanizing a brand and offering value to customers. It helps in building lasting relationships.
How to Use Social Media for Reputation Management?
- Post Consistently: Share updates and engaging content that projects your brand voice consistently.
- Engage Authentically: Show genuine interest in your audience’s feedback. Respond to comments and answer questions.
- Share Behind-the-Scenes Content: Customers love seeing the real people and processes behind your business operations. Show them!
One more benefit of this is that it helps you grow your online community too, especially on Instagram and TikTok which are ideal platforms to keep your customers (and general audience) entertained.
4. Monitor Mentions of Your Brand Online
Have you ever googled your business name? In case you haven’t, please take a moment now to do it—seriously, go ahead!
You might be surprised by what pops up:
- reviews,
- blogs,
- social media posts,
- or random tweets about your brand.
While managing your online reputation, it’s important that you stay updated with this information.
Why Monitor Brand Mentions?
- Catch Issues Early: Spot negative reviews or complaints before they explode beyond your control.
- Engage with Positive Mentions: Thank loyal customers who rave about your business.
- Stay Ahead of Trends: This helps monitor the upcoming trends that could potentially transform your business.
Here’s a little scenario:
Assume you run a boutique store. A local influencer posts about their shopping experience at your store, but you miss it because you’re not monitoring mentions. That’s a lost opportunity to engage and amplify their positive review!
5. Optimize Google My Business Listing
GMB Profile Optimization should never be the last item on your checklist as it’s the first thing your prospects would check. The further you delay optimizing, the farther you move away from winning customers (and their money of course!).
Key Steps to Optimize Your Listing
- Accurate Information: Ensure the following details are correct:
- your address,
- phone number,
- business hours,
- and website links are up-to-date.
Nothing frustrates a customer more than tussling with incorrect details. And what’s worse? You lose them to your competitors.
- Showcase your Team: Profiles with photos tend to get more website clicks. So, display your team members in action.
- Use Posts to Share Updates: Promote events, sales, or new products directly through your GMB profile as regular updates.
Pro Tip:
Nudge your customers to upload photos of their experience with your business. Such candid content (like a happy diner posting a picture of their meals) adds authenticity and easily builds credibility.
6. Address Negative Reviews Proactively
Negative reviews feel like a powerful punch to the gut (oh yeah, we know it!). However, don’t see them as personal attacks—instead treat them as opportunities for growth.
It’s easier said than done but try starting off with a diplomatic response and show them that you really care. Then, here are some steps for building the conversation:
How to Handle Negative Reviews
- Is the complaint valid? If so, drop everything, take responsibility, and fix the issue. Customers appreciate transparency.
- Is it a misunderstanding? Clear up confusion respectfully, and present your solutions.
- Is it a troll? Stay calm and politely resolve the situation with professionalism.
7. Avoid Online Disputes
Imagine you’re shouting against someone in a crowded room, drawing awkward looks from the rest of the people at you. That’s how it looks like when we indulge in online quarrels. Rather than escalating, take a deep breath, step back, and deal with it professionally.
Why Avoid Online Arguments?
Public disputes make your business look in bad taste. That could deter potential customers too. Even if your side of the argument is valid, a heated argument might break any little respect your existing customers had for you.
How to Handle Disagreements?
- Stay Calm and Professional: Never get personal.
- Take It Offline: Offer a direct contact email or phone number to resolve the issue privately.
- Example: “We’re sorry for the misunderstanding. Please email us at [email] or call [phone number], and we’ll work to resolve this.”
Bonus Tip:
By taking the conversation offline, you show that you’re serious about resolving issues and maintaining a respectful relationship with your customers.
8. Highlight Customer Success Stories
People trust people—and nothing builds credibility faster than real-life success stories. Putting up case studies and customer feedback demonstrates how your business solves real problems.
How to Showcase Success Stories?
- Client Testimonials: Share positive feedback from customers about your products or services. Include their name, photo, and what problem your business helped them solve.
- Case Studies: Go deeper by showcasing detailed stories about how your business made a practical result-driven impact.
Bonus Tip:
Go one step higher by using video testimonials! People connect more deeply with real voices and faces, making videos an engaging way to share customer success.
9. Include the Pics of Your Employees and Clients on Your Website
A faceless brand feels lifeless. To build trust and reliability, especially online, you need to humanize your business. Display the pictures of your employees and satisfied customers on your website.
Why This Matters?
The faces behind your company make your company more easily approachable.
Customers are more likely to engage with a business they can relate to.
How to Include Photos Effectively?
- Employee Photos: Feature your team on your “About Us” page. This adds a personal touch to your brand.
- Client Photos: With permission, include images of happy customers using your product or service.
Collaborate with a Trusted ORM Company
Sometimes, you need expert help. Partner with a reliable Online Reputation Management Company like Starvara Digital to handle complex reputation challenges.
We specialize in tailored ORM services that make your small business shine online. From proactive monitoring to handling crises, we’ve got your back. We’ve already partnered with 50+ brands to scale their visibility, online reputation, and growth.
Whether you’re responding to reviews, optimizing your online presence, or sharing engaging content, every step matters. Remember, your reputation is your most valuable asset. Start using these tips today, and watch your small business thrive!
