Juggling and wearing many hats is the daily bread of small-business owners. If you are among the millions of Americans that fuel the economy by facing the daily grind of entrepreneurial endeavors, then this time-saving hack is just for you. We know time is of the essence, and you want the few minutes you do dedicate to marketing to make the biggest impact and yield the highest return on investment.
Since business leads originating on review sites are on the rise, spending time optimizing your online reputation is likely to give you the biggest bang for your buck. We reached out to highly experienced small business leaders and asked them for their best tips to handle your online reputation efficiently and effectively.
Owners take note: this hack can quickly move your shop to the next level and help you keep things under control.
Check your scorecard and alerts. If you have significant metric variations in terms of volume or quality of reviews, then get to the root of things, and find out what you are doing right or wrong. Learn how to manage your data with review monitoring software that generates automatic alerts and scorecards.
Take note of items that require internal escalation, and be ready to tackle all reviews with a customer-centric, SEO-sensitive review response. Negative patterns in service or quality should be addressed immediately with front and back-end staff. Learning happens best when everyone is able to recollect the details of a particular incident.
(Check out: “Writing SEO-friendly Review Responses: 4 Smart Tips”)
Prioritize and answer reviews in need of customer remedy. Reach out to the customers quickly, and find a way to make things right. As you are drafting your responses, keep in mind that you write for a wider audience of potential future leads. Make sure your words provide customer reassurance and speak of constant product and process improvement. Make a note in your calendar to follow up with the customer until the situation appears to be fully resolved to his or her satisfaction. Make sure you communicate with the appropriate stakeholders about the problem, to avoid repeat instances.
Capture positive reviews, and use the data within it to annotate your strategy playbook and to encourage employees involved in delivering superior customer experiences. Celebrate achievements with your team, and keep everyone in the loop as it relates to your reputation trends.
Take a moment to reflect on ways in which you can apply the learning and feedback originating from your online engagement to the way you will conduct business during the day.
Make daily online reputation management a habit. As your business grows, it is entirely possible that you will need to invest additional time, effort, and money. But rest assured that it will pay you back handsomely. With the proper tools in place, review monitoring and management can be a breeze. Take control of your online reputation before it takes control of you.