There are so many aspects to marketing to focus on and one that many people forget to keep up with is Reputation Marketing. Reputation marketing refers to all the marketing that has to do with the face of your business. This involves things like reviews, customer inquires, social media responses, and social listening. Reputation management is extremely important in order for your business to succeed and should be a part of your marketing strategy. This type of marketing is all about seeing your brand through your customer’s eyes. It’s a great way to see if the message you are putting out about your brand is effective and if there is room for improvement. You also get to learn more about your audience and what they are looking for from your brand.
Responding To Customers and Potential Customers
One thing that is essential to reputation management is responding to customers and potential customers in a timely matter. These inquires, reviews, and comments can come in a multitude of channels all of which you should be attentive to. Keeping an eye and responding timely on channels like social media, review platforms, surveys, and emails shows your customers and potential customers that you care about their opinions and value their time. Remember that you are responding to someone who took time out of their day to reach out to your business. Your response can help build trust between you and your customers, which increases the chances of them turning into returning customers. Even responding to reviews can make a huge difference in the way people perceive your business. Around 95% of people read reviews and comments before making an online purchase or visiting a place for the first time. If you are not responding to customers or responding poorly, you deter possible new customers from dealing with your company and lessen the chance of other customers returning. People are very quick to listen to their peers so if you are creating a bad name for yourself, or not interacting with your customers frequently, word will get around fast. People will be happy to move on to a company that is responsive and cares about their customers.
Social listening applies to the concept of paying attention to the conversations that are happening around your brand, company, and the industry your in through means of social media. This means paying attention to how people interact with your different social media accounts, reviewing what’s being said about your business, and responding to people who reach out to you. This is extremely important because it gives you an inside look at what’s going on in your customer’s mind. It helps you to learn your audience better and can give you an idea of what your customers expect from your business. It can also help you keep tabs on what your competition is doing. It’s never a bad idea to see what is working for your competitors and what isn’t and apply that to your own company. Social listening is also good for stopping problems before they get bigger. Imagine an unsatisfied customer leaves a complaint on your social media and you are able to address it as well as rectify it before others see it or before the issue grows. It is always a good idea to keep social listening and reputation management as a whole as part of your marketing strategy.
We at Bear Necessities Marketing know that staying on top of reviews, social, surveys, and more can be timely and hard to do and we are here to help. If you need consulting or possible reputation management services for your business, please do not hesitate to contact us. We are here to help in any way that we can.