RETAIL SOLUTION: Online reputation management
The world of retail is constantly changing, and perhaps nowhere is this truer than online. Brand equity can no longer be bought, as customers are now turning to social media, online reviews, e-commerce and more when it comes to the retail sector. Over 80% of UK consumers are turning to online reviews when researching a product, service, or brand; whilst Deloitte lists online reviews amongst the most trusted sources of online information for the consumer.
The world of retail is constantly changing, and perhaps nowhere is this truer than online. Brand equity can no longer be bought, as customers are now turning to social media, online reviews, e-commerce and more when it comes to the retail sector. Over 80% of UK consumers are turning to online reviews when researching a product, service, or brand; whilst Deloitte lists online reviews amongst the most trusted sources of online information for the consumer.
There are six pillars of effective Online Reputation Management which can get you on the right path to taking control of your online presence and reputation:
- Request and Respond to Reviews
- Use Surveys to Identify and Address Issues
- Help People Find You with Accurate Business Listings
- Engage Customers and Prospects with Social Media
- Benefit from Operational Insights
- Spread the Word with Flexible Reporting
Turning Reputation into Revenue
A study by Harvard Business Review reveals that a difference of one “star” in an online rating can generate up to a 9% increase in revenue. Indeed, positive review volumes and accurate business listings mean you edge up Google and Facebook’s “Near Me” search results pages.
How does your retail brand manage both positive and negative reviews? Do you actively ask customers for feedback on their experiences with you? For all businesses, online reputation management is becoming ever-more important.
What is Online Reputation Management?
Online reviews and accurate location listings help convince consumers that you offer the best service and products. Reputation.com’s platform integrates reviews from all major retail and general review sites such as Google and Facebook. You can reply to customer feedback from one single dashboard in real-time using pre-set templates and get alerts when a negative review is posted so you can respond quickly and effectively. Additionally, you can email your customers and ask for a review after each visit.
- Online Reviews: Monitor all reviews on Google, Facebook and industry-specific reviews sites from one centralised dashboard. Request customer reviews through kiosks, e-mail and SMS, and respond quickly and professionally.
- Business Listings: The customer journey starts in search and maps. Claim, audit and correct automatically all listings that belong to your network.
- Social Media: Listen to social conversions across all channels on one dashboard. Respond, publish and advertise on social media across all your locations.
- Customer Surveys: Build customised surveys to generate high response rates through email and SMS. Centralise all data in one dashboard to monitor, respond and stream ratings and comments on your company’s website.
- Operational Insights: Uncover key trends and patterns from customer review data including customer sentiments and benchmark local competitors.
- Managed Service: Let our experts manage your review responses, publish post on social media and build customer surveys if you do not have the time or resources.
‘Turn Your Customers into Brand Champions’, a free 16-page whitepaper, is available now
