What is reputation management?
The reputation of a business is both what they say about themselves and what others say about them. Managing reputation is nothing new; what’s new is how the internet and social media have changed the way businesses are being defined and how fast their reputations spread.
Why is online review monitoring important?
With over 33 million local reviews on Yelp alone, it’s clear that customers are sharing their opinions online. Seventy-two percent of consumers say they trust online reviews as much as personal referrals, so whether it’s a testimonial, a detailed article on someone’s blog, or an offhand comment on Twitter, people are now chatting 24/7—and local business owners need to be paying attention.
Responding to online reviews is an important part of online reputation management. By engaging with customers through reviews, businesses can build relationships with their customers and demonstrate that they are attentive to customer feedback.
Responding to reviews also gives businesses the opportunity to demonstrate their values, build trust and establish credibility with potential customers. It also helps them address any issues or complaints quickly and efficiently. Additionally, responding to positive reviews is a great way for businesses to thank their fans for supporting them and for spreading the word about their business.
Read our blog on the Fundamentals of Reputation Marketing: