Reputation Repair and Management: Is it Necessary for Small Businesses?
The concept of reputation repair is nothing new; reputation repair agencies have been helping to promote companies around the world for decades. Major corporations like Walmart, Amazon, and Target invest a lot of money in reputation repair and management as a way to stay ahead of the game and keep their customers viewing the brand in a positive light.
It is no question that major companies and large corporations can benefit from reputation repair. These businesses are in the public eye, and one scandal could be the end all for profits. But what about small businesses and brand new startups? Small businesses that serve only a local area don’t have much of a reputation to keep intact and the same goes for fresh startups that are just off the ground running.
For every small business owner out there wondering about whether or not to invest time and money in reputation repair and management, here’s what you need to know.
Reputation management can increase sales
Recent research shows that nearly 92% of potential customers look into reviews and nearly half of these people actually take these into consideration before making a purchase. The main task of reputation repair is to monitor reviews and respond to them in a timely manner.
Even if a customer is unhappy with a product and leaves an opinion, other customers can see what the company does to resolve the issue by reading reviews. Did someone from the company respond quickly, apologizing for the inconvenience and offering a free return or replacement? This reputation repair practice is what increases sales, and therefore profits.
Reputation management boosts search ranking results
Search engine optimization is an entirely different thing from reputation management, but reputation repair companies can still help with it. SEO is the practice of implementing strategies and taking measures to boost search engine ranking results. Basically, a strong SEO practice translates into a higher ranking on Google, meaning more potential customers will be able to find out about your company.
For small businesses, this is crucial. If nobody can find you with a Google search, chances are nobody will find you at all, meaning no sales for you. Boosting your Google search ranking is something that takes a lot of work, but it can make a world of different (and can even determine if you stay in business at all).
Reputation management promotes top-notch customer relations
We talked about this already when we discussed relating to potential customers through review monitoring. But proper review monitoring practices not only draws in potential customers, it also keeps existing ones. We cannot stress the importance of responding to reviews, and we mean all reviews.
It is a common mistake to only respond to negative reviews to try and resolve issues quickly. However, responding to positive reviews is just as important. Strong customer service practices like this is what keeps a customer happy and coming back in the future. If a customer leaves a stellar review, reach out to that person and thank him/her for the support.