Taking care of your online profile is very important because your reputation is critical. United Airlines can tell you. When the company had to drag an unwilling passenger off of one of its flights, it did a lot of damage to its image. Or how about the flashy Pepsi ad campaign with Kendall Jenner? The tone-deaf method (solving problems with a can of soda) was disliked by the public, even though it was made with good intentions.
Brands and people who want to protect their image use business reputation management services to keep up their online looks after this sudden and harsh fall from glory. But it takes work to keep up with your online image. Making sure people think well of your business takes time, effort, and planning.
It’s our pleasure to present you with this guide to reputation control. We’ll talk about what image management is, why it’s important, who needs it, and the best ways to do it.
What Is Reputation Management?
Reputation management aims to shape customers’ perceptions of your brand and its offerings. It is a set of procedures and guidelines for keeping tabs on how people feel about a brand online and how they interact with that brand, as well as for influencing and shaping that view.
Managing one’s reputation entails more than merely handling public relations (PR):
- Listening in on discussions.
- Responding to client comments online.
- Producing upbeat material that speaks well of your brand.
Evidently, the process of reputation management comprises numerous components in motion. It is a comprehensive strategy that integrates customer service, content creation, and communication. Typically, organizations implement a reputation management strategy in order to confront potential challenges or emergencies that may have an impact on their brand perception.
For instance, in the event that a corporation encounters adverse press coverage, it will employ reputation management strategies to alleviate the harm by redirecting the discourse in its favour. The organization may generate content highlighting its accomplishments, actively interact with stakeholders on social media, and provide positive responses to customer complaints in an effort to drown out negative press and promote the brand’s positive attributes.
Why Do You Need Reputation Management?
Businesses need to take care of their reputations more than they need to. Some people think that online brand image management services are an extra cost, but they’re really an investment that pays off in the long run.
Here are some reasons why you need to handle your business’s reputation:
- Build Trust in Your Brand
A study found that nine out of ten people will read your online reviews before they buy something.
When a business takes care of its online image, it can make its brand look good and gain customers’ trust. Trust, reviews, and character are all connected. As more good reviews come in, your reputation gets better. Plus, you’re more likely to get more customer reviews if you have a good image.
You need to put money into building an image management process if you want to make more sales and keep customers coming back.
- Enhance Employee Morale and Retention
Online reputation management is beneficial for the whole company, not just the parts that deal directly with customers.
According to Alison Hadden, an executive at Glassdoor, 84% of job-seekers would transfer to a more reputable company. Alternatively, 69% would instead not do business with infamously shady organizations.
There are two possible ways to understand this:
- Top talent and morale are both boosted by a well-managed brand reputation. Because workers feel their efforts are making a difference, retention rates are more significant.
- Companies should be aware that potential employees will evaluate them according to their Internet reputation management practices. Business reputation management is a must if you wish to establish a positive image as an employer.
- Increase Investors’ and Other Stakeholders’ Confidence
The majority of global executives, according to a report by Weber Shandwick, ascribe 63% of their market value to reputation.
The financial performance of a company is of interest to investors and other internal stakeholders, as opposed to external consumer confidence. Therefore, when they observe that your company is effectively managed, it inspires greater confidence in their decision to increase their investment in the organization.
This is closely related to the process of building your employer identity. Investors place confidence in organizations that foster a positive and engaged workforce; thus, reputation management assumes significance.
- Construct Marketing Through Positive Word of Mouth
The effects of well-managed company online reputations extend beyond the digital realm as well.
Take word-of-mouth advertising as an example: when people appreciate what they read about your business, they are more inclined to suggest it to their friends and family.
A very effective kind of advertising is word of mouth. Furthermore, maintaining your brand’s reputation is an excellent strategy for building a positive picture of your business since it allows you greater control over what others are saying about it.
- Reduce Adverse Publicity Amid a Crisis
Crisis management of brand reputation becomes even more critical. Hence, a distinct field of study has been established to address this issue: crisis management. Brand reputation management services assist you in regaining control of a negative situation. You will have the capability to formulate a strategy promptly and precisely that aids in the restoration of your brand’s reputation.
Effective reputation management facilitates the process of restoring one’s image in the perception of stakeholders and consumers.
Who Needs Reputation Management?
You now know why managing your reputation is essential. The next question is: Who needs to run their reputation?
Here is a short list of fields that can use the help of an expert in managing online reputations:
Hospitality
Hospitality comes in a lot of different forms, such as:
- Hotels and
- Food places
- Boat cruises
Companies that plan trips Because customer service is so crucial in the hotel business, reviews can make or break them.
TripAdvisor says that 81% of travellers read reviews before they book a hotel, and 52% would never book a hotel that doesn’t have reviews. There you have it. This is why review and image management are so critical for hospitality businesses.
Hilton Hotels is an excellent example of how to handle your social media image well. The business has a busy Facebook page with nearly two million likes and an Instagram account that uses content made by users.
The staff is able to respond swiftly to consumer concerns and reviews since the company is active on social media and review sites like Yelp.
Medical Care
There has been no decline in the health and wellness market. In 2022, the United States alone will spend $450 billion on wellness and health products.
Reports from the American Hospital Association (AHA) indicate that 38.9% of people look at reviews and ratings before deciding on a healthcare facility. Furthermore, reviews are critical to 50.8% of those who took the survey when deciding on a medical provider or facility.
When they talk to patients online, medical workers must follow the rules set by the Health Insurance Portability and Accountability Act (HIPAA). These rules keep patients’ privacy safe and make sure that only necessary information is shared. So, it’s essential to work with an online reputation management company that knows healthcare.
Conclusion
Let us review. What is managing your online reputation? Do you only have to answer reviews? A fancy word to show off to your coworkers? There’s a lot more to it than this book shows. Any business, no matter how big or small, needs to use online reputation management to do things like poll customers, look at data, and, yes, respond to reviews.
No matter how much competition your business has, you need to understand that managing your image is all about building relationships and trust and giving customers a great experience.
CheckTheReview can help you find a company that can help you manage your online image. Many reputation management services at CheckTheReview can help your brand stand out in its field and earn the trust and love of customers.
