As technology advances, your customers become increasingly prominent, directly influencing the purchasing decisions of other consumers.
Paying attention to your customer reviews is vital to maintaining a good online reputation for your business on major digital platforms.
As we are constantly connected, sharing experiences and impressions about a particular product or service has become a common practice.
Faced with this new reality, the consumer journey was also impacted.
Today, before purchasing a product or deciding which store to go to, consumers take a variety of actions across a variety of channels.
One such approach is to look for online reviews from other consumers to find out whether the purchased product was delivered as promised or how the exchange process went, among other things. Winning over consumers in an age of immediacy has become a major challenge for companies, as this study shows .
The influence of online reviews is driving a transformation in consumer habits. Digital platforms have replaced the well-known word-of-mouth advertising, making it increasingly important to pay attention to online reviews left by your customers in the digital environment.
In this sense, monitoring the business's online reputation on the main digital platforms through review management can ensure the loyalty of current customers , as well as the acquisition of new ones.
Check out 4 fundamental aspects that must be taken into account to ensure your company's online reputation across a variety of digital platforms.
1) Get quality online reviews on all digital platforms where your company is present
To build a strong online reputation for your business on online review sites, you need to focus more on the quality of reviews than the quantity of reviews left by your customers. TripAdvisor is an example of an online review site that takes review quality into account when determining a business's ranking within the platform.
The closer your company is to the first position, the greater the chances that platform users will view your profile and become interested in your products or services.
Check out: How Tripadvisor Works for Businesses: The Complete Guide
2) Encourage a culture of reviews to gain online reviews from your customers
Encouraging a culture of reviewing among your customers is essential for your company to stand out in the digital environment. In the article " Customers Staying on Their Phones? See How to Get More Reviews on Mobile Platforms, " you can learn about some initiatives that can influence your brand's positioning across a variety of digital platforms.
Maintaining a close relationship with customers through your company's communication channels and online review sites is a fundamental strategy for ensuring a strong online reputation. Take advantage of the fact that your customers are connected 24/7 to explore all the benefits offered by mobile platforms.
3) Keep your company profile updated to gain more credibility in the digital environment
To make your company's profile stand out on various digital platforms, you need to constantly monitor these channels to ensure consumers have greater credibility with your brand. When creating a business profile on Facebook, for example, inform your audience of a deadline for responding to any interaction. If this information isn't clear and the customer feels they haven't received the proper attention from your company, this could result in customer loss.
On this platform, consumers are notified in real time about reviews left on Facebook by their friends and close contacts. Therefore, maintaining an active presence on the main channels where your audience is present ensures greater satisfaction and can strengthen the bond with customers, partners, and prospects, ensuring your company's online reputation and generating spontaneous media coverage for your pages.
Check it out: Facebook Recommendations: What are you missing out on by ignoring this in your new customer acquisition strategies?
4) Monitor the main digital platforms and gain more agility in responding to online customer reviews
A new survey conducted exclusively for Google Brazil by consulting firm Provokers reveals that 79% of smartphone users expect immediate information when searching online. Therefore, monitoring major digital platforms through intelligent review management is an important strategy for maintaining your company's strong online reputation. This practice prevents your company from leaving unanswered comments and reviews shared by customers online.
Regardless of the online reviews your customers leave on these channels, whether positive or negative, responding to them appropriately can positively influence your brand's online reputation among consumers. Leverage the powerful power of social media and online review sites to promote a positive image of your company among consumers.
Learn more about Harmo and how intelligent review management can help maintain your company's strong online reputation and increase revenue.
Watch our webinar on experience marketing and how to use customer reviews to attract more customers like never before!
