4 tips to improve your online reputation

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What is e-reputation ? It is simply the image of your brand and your points of sale on the internet. Online reputation is multi-channel and very important for the credibility of a brand. In addition, it directly impacts the development of your turnover. Indeed, more than 25% of the market value of a company is directly attributable to its reputation 1 .

But how can you improve your online reputation ? Discover our 4 tips.


1. Audit your online reputation
2. Develop your online presence to improve your e-reputation
3. Implement a customer review management strategy
4. Don’t be afraid to animate your social networks
Conclusion


online reputation audit

1. Audit your online reputation
To improve your digital reputation , you need new zealand phone number library to start by knowing what it is. Is it good? Bad? Mixed? You need to study your e-reputation globally but also locally to identify any gaps depending on your points of sale. This allows you to promote good practices and suggest improvements to the "flop 10".

There are 3 main themes to analyze to audit your online reputation:

Local visibility
Customer reviews
Social networks
For local visibility , start by studying your online presence. Concretely, you must analyze your Google My Business listings, your local pages on social networks and your establishment pages on local online directories. Think about looking at whether they exist but also their content.

Regarding your customer reviews , you must examine the overall ratings and analyze in detail the themes that regularly come up, both positive and negative.

And for social networks, compile what Internet users say about your brand and your points of sale. Are the comments rather virulent, indifferent or acquired?

By analyzing these three themes, you will have a precise idea of ​​your online reputation .



online presence e-reputation

2. Develop your online presence to improve your e-reputation
Now that you know where you stand, you can take action.

The first step to improving your e-reputation is to be seen. If you have no visibility, your online reputation will not be bad but it will be non-existent… which is almost the same thing! As proof, 62% of consumers immediately reject a brand that they cannot find online 2 .

So you need to work on your presence management to stand out in local online searches. Make sure you have Google listings, local pages on social networks and establishment pages on local directories for each of your points of sale. Check the content of each listing to verify that the information is up to date and that all elements are completed.

By optimizing your local visibility, you will gain digital reputation !



google my business e-reputation profile

Example of a Google My Business listing


3. Implement a customer review management strategy
Are you familiar with ROPO (Research Online Purchase Offline) behavior? It describes the fact that consumers research a product or point of sale online before choosing the establishment where they will make their purchase.

The choice of local business they will visit depends heavily on the customer reviews they have read online. In fact, 88% of consumers look for online reviews before choosing a local service 3 .

To improve your e-reputation , it is therefore necessary to implement a customer review management strategy .

Often, when we think of "review management" we tend to directly consider responses to customer reviews. But be careful, we must not forget the phase of collecting customer reviews. To have a complete online reputation , you must start by systematically sending a request for customer reviews after each purchase. Then, you can move on to the response phase by taking the time to provide feedback on each comment, whether positive or negative.

Thanks to new customer reviews and your responses, you develop your e-reputation .


sms collection customer reviews management strategy

Example of SMS for collecting customer reviews


4. Don’t be afraid to animate your social networks
Yes, sometimes we may have reservations and not feel comfortable on social media. But leaving a void is a risk for your online reputation .

By being present on social networks, you can share positive and rewarding content for your brand. This also allows you to defuse potential bad buzz.

Animating your social networks gives you the opportunity to create communities of loyal followers. This is useful for increasing the conversion of your publications and for defending your image. To build loyalty in a community, we advise you to regularly share local content that reinforces the feeling of proximity.

Consider alternating organic posts with local ads. For example, you can offer contests with prizes to be collected directly at points of sale, highlight your local teams, provide information on the latest news from the local point of sale, etc.

With social networks, your e-reputation is improved thanks to your content and your community!