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REPUTATION MANAGEMENT

Live up to your company’s promise. In the digital age, where information spreads swiftly and opinions are easily shared, reputation management is crucial to maintaining a successful business.

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Reputation management

Do you have any bad reviews or negative comments online?

Are you unsure about what people are saying about you online?

Are you unsure if you should respond to reviews and comments online?

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If you answered yes to any of the questions,

You need to monitor your online reputation and take action to improve it

Our full-service marketing programs include tools, consulting, and strategy on how to respond to remain authentic and professional.

What is reputation management

Reputation management encompasses the strategies and actions a business takes to influence and shape public perception of its brand, products, and services. It involves monitoring online conversations, managing reviews, addressing negative feedback, and promoting positive experiences to maintain a favorable image. People are talking about your company whether you like it or not. It’s best to not ignore it but to be aware of it and show that you care by responding to both good and bad comments in a sincere and professional manner.

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Why is Reputation Management Important?

A solid reputation can make or break a business. It directly impacts customer trust, loyalty, and purchasing decisions. In the digital era, information is readily available, making it essential to control the narrative surrounding your brand. Positive reputation management not only attracts customers but also strengthens partnerships, enhances employee morale, and fosters long-term growth. You have to embrace the online discussion and become a modern participatory industry leader. 

Third-Party Industry Review & Information Websites

Third-party industry review and information websites wield considerable influence over consumer decisions. Businesses should actively monitor and manage their presence on these platforms. By maintaining accurate and up-to-date information and encouraging satisfied customers to share their experiences, you can positively impact potential customers’ perceptions. For each industry we work with, we have a list of industry websites that your company should be listed on and actively monitor for new inquiries and reviews. 

Online Reviews: The Power of Opinions

Online reviews have become a cornerstone of reputation management. Potential customers often rely on reviews to gauge the quality and credibility of a business. Positive reviews build trust and credibility, while negative ones can deter potential customers. Skilful reputation management involves actively seeking reviews, responding to feedback, and addressing issues promptly.

Not all review sites are created equal. By far the most important for your industry is likely to be Google Reviews. This is because in Canada Google owns approximately 92% of the search engine market share. This means when someone googles your company or product name, your Google Business Profile will likely show up along with your reviews. For our clients, Google drives over 80% of new customer inquiries. This means Google Reviews are crucial in establishing trust and authority. Other important review sites include Facebook, Yelp, Yellow Pages, and industry niche sites like Houzz, Three Best Rated and more. 

How to Be Proactive in Monitoring Brand Sentiment?

Staying ahead of your brand’s reputation involves proactive monitoring. Utilize online tools to track mentions of your brand across various platforms. An example of a useful tool to monitor your brand and product names is Google Alerts. Pay attention to trends, gather insights from customer feedback, and address potential issues before they escalate. By actively participating in conversations and addressing concerns, you can shape the narrative in your favour.

Social Media: Amplifying Your Brand’s Reputation

Social media platforms provide an avenue for businesses to directly interact with customers. Reputation management on social media involves engaging in conversations, sharing positive news and updates, and promptly addressing any negative comments or concerns. A robust social media presence can bolster your brand’s reputation and create a sense of community.

Social media marketing involves four key components: strategy, content creation, community management and analysis. For your company’s reputation, community management on social media is vital. You should have somebody internal manage your social media community in a way that responds quickly and sensitively to comments whether positive or negative. 

How to Respond to Negative Publicity?

Negative publicity is inevitable for any business, but effective reputation management lies in how you handle it. When faced with negative comments or reviews, respond promptly and professionally. Acknowledge the concern, offer a solution, and show a willingness to rectify the issue. Demonstrating accountability can often turn a negative situation into a positive one. When you ignore a bad comment, a prospective customer might assume you don’t care or are too busy to interact with your customers. Both of these cases are bad for your reputation.

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If you don’t take action, your online reputation could be badly damaged and your competitors will move into your market space.

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Summary

In a digital landscape where a single review can influence consumer behaviour, reputation management emerges as an indispensable practice for businesses. By actively curating your brand’s image, engaging with customers, and promptly addressing challenges, you can build a strong, positive reputation that resonates with both existing and potential customers. Remember, reputation management isn’t just about damage control; it’s about shaping perceptions, fostering trust, and positioning your business for sustained success in the competitive market. We include reputation management strategy, coaching and recommendations in all our full-service monthly marketing programs.

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North Shore Digital is an award-winning digital marketing agency based on the North Shore of Vancouver. They are specialists in SEO and Google Ads for small to medium sized businesses. Their focus is lead generation and ROI calculation for home services, trades, health practices and private schools.

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