Reputation management in New York City or any geographic area is the process of proactively building, managing and/or repairing the online reputation of a business. The online space has become a very large interactive community with more and more people posting reviews on a regular basis. Take a look at the top search results for almost any product or service, and you’ll find quite a few customer reviews on page 1. Several websites like Yelp, Zagat’s and Angie’s List are devoted solely to gathering product reviews. These highly visible, online customer opinions demand that a strong and positive reputation become a cornerstone of your online brand. It’s critical to know and proactively manage what people are saying about your business.
We start by building a 5-star reputation. The best approach is to make it easy for your happy customers to post a positive review. It’s not unusual for a company with a rating score of 3.5 to push that score over 4.0, just by encouraging happy customers to post their opinion online. Research shows a company needs at least 6 to 10 reviews to establish authority with the search engine optimization software. The quality of the reviews is paramount to potential new prospects, so it’s important to be earning as many 5-star reviews as possible. This is especially important because prospects are now looking at side-by-side comparisons, holding up your product next to your competition.
Plus a 5-star reputation tends to act as a deterrent against negative publicity. Basically, if people see lots of positive reviews online, then they tend to give you the benefit of the doubt when they have a less than stellar experience with your product or service. They don’t want to go against the grain of the majority, so they’re slower to post a poor review. Sometimes we need to be reactive in repairing a reputation after negative reviews have been posted.
An ounce of prevention is worth a pound of cure when it comes to reputation management in New York or any city. It’s unfortunate that most companies don’t develop a reputation management strategy until they’re put in the position of trying to recover from a negative online review. We can’t remove negative information after it’s been posted, but we can repair it by pushing the negative press off page 1. Recent Nielsen statistics show that only 2% of consumers click beyond page 1 of their search. So if we can push the review down to page 2 or even further, then very few people will ever see the negative information again. This process is sometimes referred to as reverse SEO.
Another benefit of reputation management is the ability to scrape the internet space in real time for 1-star reviews and 5-star reviews. The 1-star reviews are automatically directed to the email address of a customer service representative who can immediately reach out to the unhappy customer to try to repair the situation. They can also use this real time customer feedback to re-train an employee on how to better handle a difficult situation. And the 5-star reviews can be used to instantly reward employees for a job well done.
Click Here For Your FREE Online Diagnostic Assessment!
Or call (201) 984-2663