As the web becomes more social, companies are finding that marketing is more than just advertising in this new terrain. It’s a blend of customer service, education, online commerce, advertising, and other services your new customers and regulars both expect from businesses in the 21st century. As a result, your reputation online can make or break your business, coloring its advertising in one direction or another and building or breaking confidence in your customer service department’s capabilities. Many companies now find it worthwhile to employ reputation consultants to either train their staff or manage their online reputations as an outsourced operation. If you are thinking about doing that for your business, here are three advantages the move can get you.
Get Off on the Right Foot
it’s a lot easier to build a great reputation from day one than it is to repair one that has soured. Customer goodwill is a finite resource, and online reviews detailing negative experiences can stick around forever if enough people pay attention to them. Working with reputation management consultants means getting the strategies in place that will help you defuse customer conflicts before they become a part of your company’s online footprint. Being proactive is the core advice Hersh Davis-Nitzberg gives new entrepreneurs through his company, Reputation Control, Inc.
- Provide better customer service and outreach
- Learn to cultivate a positive reviewer base with a great experience
- Find out how the online and offline experiences interact to create a customer’s impression of your business
You Get More Reviews
One of the key steps to managing an online reputation is building a process that encourages customer reviews at the point where they are most likely to be satisfied. If you can get customers to leave a comment about their meal, share their purchase, or otherwise positively review your business, then you will be more likely to gain positive reviews in a larger number. The key is to encourage customers to leave feedback while providing the best possible service experience and quality. Then, you learn how to ask for the review and integrate it into the experience the way some stores do short customer surveys. Even if only a small number of people do it, you’re getting reviews you wouldn’t have gotten before.
You Will Learn To Be Proactive With Your Quality Control
Ensuring customers have a good experience means controlling the quality of your service and your main product, so learning reputation management techniques also involves learning how to put together quality processes across your entire operation. In the end, that revitalizes and focuses every aspect of the company’s management and approach to customers, positioning you to outperform your competitors in customer satisfaction if you have the right follow-through.