45 percent of customers say they’re more likely to visit businesses that respond to their reviewsOnline Reviews Survey
If you want to survive in today’s consumer-driven industries, you have to build and maintain your company’s reputation.
A positive company reputation is a good way to show customers you are trustworthy. It also shows consumers how much great of a product or service you offer. And most importantly, it shows customers you care about them.
Here are four ways to build a positive company reputation.
Company Reputation Starts Where Customers Are Talking
It’s a powerful thing to know where customers are talking about you. If you are a bank, for example, customers are possibly reviewing you on financial-service specific online reviews sites that you might have never heard of. Before you start building a positive online reputation, make sure you know where to respond and engage with customers.
Build a Positive Online Presence
Let’s say you have a company with multiple locations across the country.
When a customer, especially someone from out of town, is searching for a restaurant to go to near them for dinner, they will go to Google to search for a restaurant. Customers will only find your business if you have a solid online presence – and reviews are a major factor in building that online presence.
According to the 2018 ReviewTrackers Online Review Survey, 63.6 percent of consumers say they look at online reviews on Google before visiting a business. Customers will see your reputation on Google, which makes it essential to build a positive company reputation.
Respond to Reviews
Respond to online reviews, both positive and negative. Responding is part of building a positive company reputation. This will show consumers you care about them.
Let’s take a look at a great response to a negative review from Lincoln Ristorante.
Why the response helps build the company’s reputation: The reply shows consumers that the restaurant is willing to own up to its mistakes and is offering to discuss the issue offline. Potential guests will appreciate this response. Those potential guests will be more likely to consider going to the restaurant than if the owner had not responded to the review.
Here’s an example of an excellent response to a positive review from Bar Boulud:
Why the response helps the build company’s reputation: Relationship building is part of building a company’s reputation. And this response from the restaurant owner helps to build a relationship with a loyal customer, therefore contributing to the restaurant’s overall reputation. That relationship is important because the customer will likely keep returning and recommending the restaurant to their friends. The review and the response together gets other consumers excited about dining at the parisian-style restaurant Bar Boulud.
Understand the Customer Experience
Use online reviews to understand the customer experience across local business locations.
You can see trends in reviews — trends that will help you help understand where you need to improve your business. The knowledge of what is working and what is not working based on customer feedback will help satisfy more customers, which will help improve your company reputation.
Let’s look at the example of Hwy 55 Burgers, Shakes, and Fries, a 1950s-style diner. The fast-casual restaurant chain found that there was an issue with the wait staff getting to tables in a reasonable amount of time after guests sat down. The team at Hwy 55 fixed the issue right away.
Andy Moore, director of communications at Hwy 55, says, “That enabled us to make that a priority in our training and onboarding process. We also used the opportunity to remind everyone in a company-wide email on the steps to greeting a customer and serving him or her as quickly as we can. It was interesting because we felt we were doing pretty O.K. at that and then we realized that it was actually a real pain point for us.”