How does reputation marketing play a crucial role in your business?
Most people are accustomed to marketing agencies that handle only their social media, website, or paid advertising. Sometimes, even paying separate agencies to handle each one. However, what most businesses don’t realize is that reputation marketing also plays an essential role in elevating their brand to the next level.
And what do we mean by that? Do you know when you’re looking for a place to eat and you immediately go to Google? If you’re anything like me, you start by looking at the reviews. I pay attention not only to what people are saying but how the business is replying to each one, especially if it’s a bad review.
What is reputation marketing?
Reputation marketing involves everything from replying to a nice comment on an Instagram post to knowing how to handle a bad review written on Opentable or Yelp. No matter how small the action might be, interacting with your audience on social media can help turn potential customers into real ones.
Interacting with your audience on social media
Engaging with comments on social media posts, replying to DMs in a personalized manner (not robotic or anything like that) goes a long way. For instance, if you’ve seen that someone shared a story celebrating their birthday at your business and tagged you on Instagram, you’d reply to them wishing a happy birthday and so on. It may seem like a small gesture, but it makes the person feel even more appreciated. It’s not just about reposting, it’s about understanding the context and making the most of it.
It’s also about knowing how to flag a bad situation that was brought up in private, so the business can be alerted in time and has a chance to handle it before it’s blown out of proportion.
Platforms & reviews
While most businesses focus primarily on social media, it’s also important to stay on top of things when it comes to major platforms like Google My Business, Opentable, Yelp, Apple Maps, Waze, and TripAdvisor. Having the correct hours of operation, phone number, email, website, and as much information as possible must be the standard.
These are key things that matter not only for the user, but also for said platforms and how they rank your business. Keeping your profile updated and complete can help improve SEO and contribute to your profile being ranked higher.
Another thing that counts a lot is the number of reviews each profile has. Replying to all of them, good or bad, is crucial. That way you can incentivize a person that left a good review to come back again soon, and you also have a chance to turn a bad review into a good one after apologizing and offering something in return that will change the way the person views your business.
Elevate your reputation game
By now, you already know about the importance of reputation marketing. It may be a bit overwhelming thinking that you’d need to pay attention to so many details and platforms, but don’t worry. We’ve got you. Remember when I said most agencies focus only on one thing or another? We cover everything. Let our reputation management help your business hit the ground running this year.
Ilana Paschoal
Head of marketing
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