Online Reputation Management
Do you have an Online Reputation Management system in place to monitor what is being said online about your Manchester based business?
If not you could be losing potential new customers every day.
A large percentage of buying decisions are made based on information and knowledge obtained by doing searches and research online. As buyers we are encouraged to leave reviews about our purchases of products and services. As Manchester business owners you are encouraged to ask customers for reviews. Social Media platforms allow us to let people know what we’ve been doing, where we’ve been and what we’ve bought.
So, whether you like it or not, people are going to be talking about your Manchester based business online and if you don’t keep yourself up to date with what is being said it can do serious harm to your business.
It’s not just about what your customers are saying about your business. A malicious review by a disgruntled employee or a smear campaign by a competitor can be the determining factor as to whether a potential new customer buys from you or one of your competitors.
What is Online Reputation Management?
Online reputation management works to monitor, control and respond to any information written about your company online.
Essentially, it is about managing your brand perception online. This involves:
- Being aware of what people are saying about your brand online.
- Responding appropriately where applicable to what is being said.
- Building up and maintaining a positive, open and honest profile of your company or brand on the Internet.
Online reputation management provides the means by which your company can increase its prominence online and build a positive brand perception so that when potential new customers in Manchester find your company they will feel confident about buying your product or service.
Does Online Reputation Management matter?
Before purchasing a product or service over 80% of consumers go online to research the market. A percentage of these people will eventually make their purchase offline but they will still start their buying process using Google or one of the other search engines.
Google Places, Bing and Yahoo Local, Free Index, Brownbook, Hot Frog, Qype and the dozens of other business directories and review sites make it easier than ever for people to read reviews about Manchester businesses and to leave their own reviews about their buying experiences.
The figures in the image above speak for themselves – 87% of people said that reading positive reviews online reinforced their decision before buying a product or service and 80% of consumers have changed their mind about buying from a business as a result of reading negative reviews online.
Search engines now weigh search results heavily in favour of local information. So, if you have a business in Manchester and someone in the Manchester area carries out a search, on Google for example, no matter whether they include Manchester in the search box or not, Google will know that the person is in the Manchester area from their IP address and will return details of the local companies that it thinks match the search query best. These results will usually include Google Places and other review sites. If you are in these results and have negative reviews the chances are you are not going to get any business.
It is therefore very important that you carry out online reputation management as part of your overall online business strategy
Our Online Reputation Management Service
Initially we will work to promote positive information about your company whilst making any less desirable posts more difficult for potential new customers to find.
We will then work with you to pinpoint the areas within your business that had previously led to bad publicity and ensure that these have been resolved.
You will need a system in place that helps to generate positive comments about your business and we will help you to develop a system to encourage your customers to leave reviews.
We will monitor your businesses online presence and ensure that we are alerted to anything that is said about you on a daily basis. Even companies with the best customer service systems have the occassional hiccup and it is how they handle these issues that set them apart from the rest. A negative experience handled in a swift, professional and positive manner can speak volumes about your business. We will help you deal with all apsects of your online reputation on an ongoing basis.
Managing your online reputation requires a constant, steady effort. Don’t wait any longer to get started controlling your internet reputation.
Contact us today to get started managing your online reputation to your best advantage and help you to create a positive brand perception and reputation online.
By Mark Watts