3 Reputation Management Resolutions for the New Year

After the ball dropped, and the curtain closed on 2016, the sun rose the next day, illuminating the possibilities: new goals, new experiences, and a new opportunity to be and perform better than the previous year.  Be it your personal or professional goals, in order for them to be achievable, your goals must be specific. Rather than asking yourself, “How can I make more revenue this year?” ask instead, “What specific aspect of my business demands my attention?” One specific area of your business that demands your attention is your online reputation. Resolving to improve your online reputation is a specific and achievable goal, which will in time lead to the broader mission of increased revenue. These three simple resolutions of Reputation Management will help you stay on track.

  1. Monitor your reviews and ratings. Notice any changes to your overall ratings on directories like Google and Yelp on a monthly if not weekly basis. Be mindful that other directories like Citysearch and Yellowpages can also influence the consumer’s decision to visit your business, and will also have an effect on your visibility online.
  2. Engage with your audience. Two ways to stay engaged with your audience is to a) respond to consumer reviews, and b) stay active on social media. Customers need to know that you care. Responding to your reviews (both positive and negative) reveals to your customers that you respect their opinions and appreciate their feedback. Staying active on social media allows you to connect with your audience on a personal level. When used correctly, social media can be used as an effective tool to educate and entertain your audience in order to gain their trust and loyalty.
  3. Learn from your reviews. Take a minute to actually pay attention to what your customers are saying about your business. Find out what people love about your business and be sure to highlight that strength to make it a prominent part of your brand identity. While many of the negative reviews are purely situational, they can also reveal a pattern that future consumers will certainly notice. Find out what that pattern is (e.g. slow wait times, rude employees) and use your reviews as a tool to improve the overall customer experience.

In 2017, resolve to dedicate resources to managing your online reputation, and come 2018, you will have a better presence online, a deeper connection with your customers, and stronger foundation moving forward.

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