Online Reputation Management

What is an online reputation? Your company's online reputation consists of what people say about you online, this includes your reviews, start rating, Facebook, Twitter, Google+ and other social media platform comments.

Why is online reputation important? Your online reputation reports how your customers and people you interact with perceive you. If you have a wonderful online reputation and nothing but glowing reviews then chances are when someone searches for you online they will be more likely to do business with you. If all of your online reviews are terrible then new customers will hesitate prior to doing business with you, if at all. 

Why do people write such mean things? It is much easier to write a review when you’re upset about something than when you’re happy. People expect to receive good service and therefore don’t usually write about it unless it was exceptional. On the other hand, if something goes wrong and the service was not what someone perceived it would be, they are more likely to go online and write about it. 

How to do I manage my online reputation? The best way to manage your online reputation and to redeem yourself from bad reviews is by showing your customers that you care. Stay on top of bad reviews, write a response to the person who is upset, apologize, and offer them something to make up for the bad experience that they had at your business. Never get defensive, make sure you take the “customer is always right” approach, especially if you’re responding on social media outlets such as Facebook where others will see your response.  If you can master the art of pleasing your customers they are sure to come back and write positive reviews in the future. 

At TOMA our client’s reputation is very important to us, that why we offer online reputation management. If you need help boosting your online reputation and addressing the concerns of your customers, give us a call and we’ll get you on the right track (480.502.6852).