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online reputation management texas

3 Positive Ways to Respond to Negative Reviews

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3 Positive Ways to Respond to Negative Reviews

Your business just received a negative review – now what?!

Don’t panic. When you own a business, negative reviews are bound to happen. Use the opportunity to turn a negative into a positive with these 3 online reputation management tips from 214 Interactive:

 

Say I’m Sorry

This is difficult at times, especially when you don’t feel like your team did anything wrong. Regardless, take ownership for the situation, saying something like, “It is our goal to provide the best customer service at all times, and we apologize that your needs were not met.” Sometimes just telling someone you are sorry – instead of arguing with them and pointing out their fault in the situation – can go a long way to restoring the customer experience.

 

Give a Quick Response

The longer a negative review sits there unanswered by your company, the more damage it can do to your brand. Providing excellent customer service means that you respond to these reviews quickly, showing the customer that you value their business and their opinion.

No time to keep up with when reviews are posted? 214 Interactive can help with our online reputation management monitoring that will track all activity in relation to your brand and let you know the minute something is posted.

 

Continue the Conversation Offline

If someone provides feedback on an experience that needs more personalized assistance, encourage the reviewer to make contact offline to continue the conversation. Keep online feedback brief and to the point, but in-depth conversations can be handled by a manager offline and will likely further satisfy the complaint.

 

Need help managing negative reviews? 214 Interactive – a leading digital advertising agency in Dallas, Texas - has the tools to make it a breeze! Give us a call today and we’ll set you up with everything you need to protect your brand’s online reputation.

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4 Trends in Online Reputation Management You Need to Know About

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4 Trends in Online Reputation Management You Need to Know About

Controlling your business’s online reputation can be hard.

 

And if there’s anything we’ve learned, the Internet, social media, and everything in it is constantly changing. Just when you’ve figured out how to appropriately handle online reviews and customer interactions, the landscape changes.

 

So what can we expect in 2017? 214 Interactive brings you 4 online reputation management trends you need to know about:

 

1.  Consumers are Wary of False Reviews

A recent study by Reputation.com shows that a whopping 90% of Americans are wary of online reviews, believing many are fake or misleading reviews. And unfortunately, there is reason for concern. Recent data has shown that as many as 33% of online product reviews and 16% of restaurant reviews are actually fake reviews. This is important for small businesses and restaurants to be mindful of in building credibility and offsetting the negative impact.

 

2.  Make Way for the Chief Experience Officer

In order to optimize customer interactions in 2017, businesses of all sizes must find a person to handle marketing strategies with a holistic approach. Today’s CMOs must be Chief Experience Officer, making the experiences of customers on social media, review sites, etc. a pivotal touchpoint for branding and customer service.

 

3.  More Time is Being Spent Researching Than Ever Before

A recent survey by WebPunch showed that 30% of people will spend more than an hour researching a product or service before purchasing – whether it was a cheap purchase (under $200) or expensive (over $500). This tells us that online reviews continue to hold value and there are business growth opportunities in combining online reputation management in Dallas with SEO.

 

4.  Online Reviews are Growing

The influential power of online reviews isn’t going anywhere anytime soon, as the number of online review sites continues to increase. Google and Yelp continue to lead the pack, but social media reviews are increasing daily. Users want their opinions heard, and in turn, they want to share product experiences, customer service interactions, etc. It’s a trend that will continue to increase in 2017 and beyond.

Ready to get a handle on your business’s online reputation? 214 Interactive – a full service digital advertising agency in Dallas – specializes in online reputation management and would love to discuss opportunities for your business. Give us a call today!

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