The Internet has truly revolutionized business strategies. Customers and clients are happy to share their experiences on social media, blogs, and forums. Their opinions then become one of the foundations of a company’s or person’s reputation. According to Reputation House, trust in such information sources is even higher than that of personal recommendations.

And this is supported by the results of recent studies:

• For 85% of consumers, online reviews are as valuable as personal recommendations.
• Trust in a business is built on a minimum of 7 positive reviews.
• People are more likely to talk about their bad experiences than their good ones (15 people vs. 11, accordingly).
• Getting each additional star on a Yelp rating increases a business’s revenue by an average of 9%.

Practice shows that negative feedback is more powerful than positive content. The Reputation House agency emphasizes that reviews with a negative tone quickly spread across the web and have a large audience reach. As a result, customers’ perceptions of a company or person become worse. And even if they had a positive experience communicating with you, they would easily reassess their attitude towards you after encountering negative reviews on the Internet. And the consequence of a loss of trust will be a drop in sales, a decrease in the number of customers, and even a refusal to work with you.

What to do? Experience of Reputation House Agency

Experts recommend that you manage your reputation preventively, i.e. ahead of time. You need to constantly monitor and control your online presence so that all information on the Internet accurately reflects the values and character of your business or persona. Online Reputation Management (ORM) is an excellent tool to help identify and correct potential and existing problems.

There are 5 main areas of work in ORM:

1. Monitoring of mentions. It is all about forming lists of queries, working with the semantic core, and setting up monitoring systems. This makes it possible to quickly identify negativity and respond to it in time to reduce its impact on reputation.
2. Working with mentions. Reputation House has a separate team, the purpose of which is to repel informational attacks. Specialists respond to positive comments, showing the company’s loyalty to its customers. They are engaged in refuting inaccurate reviews in a pre-trial order and use the judicial system only in the most extreme cases. If negative reviews are encountered, Reputation House works with objections. This way, clients have a sense that the company cares about their opinion and wants to correct its mistakes and not repeat them in the future. Accordingly, their loyalty increases.
3. Forming and promoting positive content on various resources and platforms. These activities are carried out by Reputation House employees with due consideration of SERM, SEO, behavioral, and other factors.
4. Guerrilla marketing. It is an unobtrusive and careful spreading of positive information on forums, blogs, social media, and topic groups. This is not direct advertising, which causes alienation of the target audience!
5. Reputation House uses SERM to remove negativity from the first page of search results. This tool is especially relevant when a negative information space has already been formed around a person or business. And if potential clients enter brand-related or personalized queries into a search engine, they will be shown unreliable or competitor-generated information. Reputation House’s work with SERM is aimed at filling the search engine results with positive content by creating websites and blogs, setting up accounts across different social media and spreading positive content and clients’ testimonials.Reputation House monitors audience reactions and analyzes performance at the end of each strategic cycle. The team identifies the strategies and channels that worked best, making adjustments to create a customized plan for each client based on the findings.

Remember that customers tend to trust personalities and businesses with high ratings and positive reviews. They have confidence that you can be trusted. This means that the likelihood of making a purchase or cooperating with you increases significantly. You are also more likely to be recommended by friends and acquaintances.

Tips for Maintaining a Good Reputation

If you decide to build your image on your own, you must keep track of reviews and comments, calculate your rating and loyalty index, and study your audience, taking into account its geographical location. The easiest way to solve all tasks at once is to use My Reputation mobile apps. One of them is aimed at individuals and small businesses, and the other at medium and large companies.

When working with SERM, Reputation House recommends paying special attention to responding to customer reviews and comments. You should respond to both positive and negative messages with sensitivity and politeness. Don’t hesitate to take responsibility, and if an unpleasant situation has occurred, it’s better to apologize and offer solutions to resolve the issue. The sooner you address negativity, the lower the reputational cost to the company.

Don’t treat positive feedback as something natural. On the contrary, you should encourage positivity and thank your customers for taking the time to write a review. People will be pleased that their efforts are appreciated, and this is another plus for your good reputation.

Of course, you need to work on optimizing your website and other online resources, create a powerful informational field, and monitor the actions of your competitors. It is much easier to entrust all these measures to the specialists of Reputation House: outsourcing reputational issues will help you save time and effort and, most importantly, get truly great results. Building and maintaining a positive image on the Internet is your opportunity to earn, grow, and promote yourself or your business.

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