As a business owner you may have seen the term “reputation management” being bandied about recently.
Basically, reputation management refers to methods of influencing and controlling an individual’s or business’s reputation.
It’s an increasingly important factor when it comes to ranking high in online search results – Google and other search engines love a good reputation.
Most consumers nowadays research online and read customer reviews of products or services before committing to buy.
Research shows that there is a close link between great customer services and brand loyalty and just one bad customer experience is enough to make a customer shop elsewhere.
In fact, a massive 70% of customers say they stopped doing business with a particular brand following a poor customer experience, and 73% of consumers will recommend a brand to others if they have had a satisfactory customer service experience.
Half of all consumers are more likely to use a company more frequently following a positive customer experience.
We’re living in the Digital Age and the Internet allows unhappy customers to publish their complaints online.
If you’re wondering how reviews affect your company’s search engine ranking (and your business as a whole), according to a Salesforce Research report, online reviews are the most popular method of researching a brand or product before buying and this is true of consumers in all age groups.
The online review has become the most effective, trusted method for consumers to check out companies and products before purchase. Online reviews have such a powerful impact on purchasing behaviour, so let’s take a look at what this means for business owners.