Manage Brand Reputation by Monitoring Online Reviews

Monitor Review Sites

Monitoring review sites relevant to your industry and business should be the first step in any online reputation management strategy. Here are some of the biggest and most important:

  • Yelp
  • Facebook
  • Google
  • TripAdvisor
  • Foursquare
  • Yellow Pages

There could always be review sites specific to your industry; therefore it is strongly advisable to research these as well. In niche industries people might also create niche communities on specialized forums.

After you have compiled a relevant list (even the major sites, such as Yelp, Facebook and Google is a good starting point for now), you can begin analyzing the reviews, their volume by looking on these platforms once a week.

Turn Negative to Positive

The best way to deal with customer reviews is by responding to negative reviews. It is an opportunity for you to demonstrate the ability to accept criticism and work towards a solution.

According to a survey, “45 percent of consumers say that they’re more likely to visit a business if it responds to negative reviews.”

It is essential to find a resolution to the issue at hand; however sometimes there is no possibility. Even in this case, it is better to have an appropriate response to the complaint by saying you are sorry for their experience. This will win you points with other visitors that might see the negative review at a later time.

Sometimes negative reviews can be fixed through communication with the disgruntled customer; however at the very least, your audience will take into consideration your effort to solve the issue. This will greatly alleviate the negative effect of a bad review.

Actively Obtain Positive Reviews

Leaving a negative review is easier for upset customers than for satisfied customers to share positive reviews at every interaction with your business. Therefore acquisition of positive reviews should become an active process.

While positive reviews do not have the ability to completely erase a negative feedback, they will certainly impact your potential customers’ purchasing decision positively. One negative review among 100 positive has a lesser effect than among 10.

The best time to ask for a positive review is after a customer has had a great experience and is emotionally inclined to leave a positive review. Various signs like “We’re on Yelp!” or “Rate us on Tripadvisor” that’s visible as they exit can make a big difference.