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7 online reputation management mistakes small businesses should avoid

7 online reputation management mistakes small businesses should avoid

In today’s world, brand presence is a big part of any business’s image. The internet has made it easy for brands and consumers to have an engaging relationship; at the same time, customers expect transparency from the brands they choose to buy. Essentially, it is as easy for one to compliment or criticize the brand. As a small business, here are some of the mistakes to avoid for online reputation management of the brand.

Ignoring the complaints
As mentioned above, it is easy for consumers to leave complaints or negative feedback on review websites or the brand’s page for everyone to see. As a small business, it is important to not ignore any of these complaints and respond in a timely manner. There should be a proper structure or a guidebook that explains how to deal with such issues in the digital age to the relationship manager. Their response should be sensitive, and the customer should feel heard about their complaint. Approach them to have a one-on-one conversation and work towards finding a solution for the aggrieved party.

Not being consistent
The key to staying relevant is to stay active on online platforms for the brand. Experts suggest that you have to stay consistent with your message and always remain authentic to your brand’s communication and principles. Research suggests that the consumer needs six to eight touchpoints to lead to any kind of sale. This means that staying on top of brand communication is key to ensure that the user is not just interacting but also converting into actual buying customers.

Posting fake reviews
Research suggests that more than 90 percent of the users look at online reviews before they commit to a purchase. This means that testimonials are an important part for a business, especially a small business. However, always be sure not to post any fake reviews. Remember that the first year of building a brand is just trying to establish communication and this means spending of some capital. Find a balance and see how to build good reviews with the help of giveaways and other opportunities. Think about your budget as well, of course, but focus on getting authentic, genuine reviews from customers who have used and experienced the product first-hand.

Taking customers for granted
Customer satisfaction is crucial to the business and taking them for granted or their positive feedback for granted will never work well for the business. Think of how to keep the customers happy by giving them incentives for their trust and loyalty. A marketing specialist will be able to help with loyalty programs or other ideas that keep the customers engaged and make them feel like the brand genuinely cares for their support and voice.

Not hiring the right team
Online reputation management cannot be done as a job on the side for an existing employee. It requires a lot of dedication and some creative thinking as well. There are plenty of experts in the market who can help the brand with this need, so businesses need to hire someone who is sensitive to consumer demands, has good communication skills, and is well-versed with social media and its technology. The brand specialists can also help analyze any communication gap that may be witnessed in the brand’s online reputation. Since they are directly speaking to the customer online, they may have better insights into what they need and how to work on solutions for brand management.

Personal and professional distinction
There are times when the brand’s page is run by the small business owners themselves. And while this is a great way to establish communication with your customers directly, it is also important to note certain things. It is crucial to find the distinction between your personal life and the brand’s life. Customers expect authenticity, but disclosing every aspect of the business may lead to confusing communication and the need for further clarification. Users are also very quick to hold small business owners accountable for their communication, so always be careful of what you say and share on social media.

Neglecting SEO
Make use of all the available marketing tools and knowledge that help you build your brand’s reputation online. SEO, or Search Engine Optimization, is a great tool to keep in mind. Following its rules allows for the business to be seen and heard through the crowd of brands that are available online, making it a crucial marketing tool.

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