As a business there will be a point in time where you receive a negative review online. Not everyone is going to love what you do, but that's okay! What's more important is your response.

The video above highlights important takeaways and how-to's when it comes to dealing with negative reviews online.

This month we're going to touch on the importance of online reputation management and share tips and tricks to help you strengthen your  presence and build a positive rapport with your customers online.


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Your online presence is a part of your brand
Whether you want it to or not, your reputation online directly reflects your brand and with various channels across the internet such as review sites, social media platforms, and blogs channels, come multiple opportunities for your business to build a rapport with customers online. You may have experienced this before - a customer leaves a negative comment on a review site, but how do you respond?

Here are some tips:
- Respond to reviews, both negative and positive and thank customers for providing feedback.
- Admit your mistakes when made and let the customer know how you're going to accommodate for their negative experience.
- Acknowledge the customer's concern and let them know how you're going to improve your business moving forward.
- Respond with politeness and positivity and don't add fuel to the fire! As we know, a part of being in business is building relationships. This principle extends online, too!
- Encourage your loyal customers to write a review about your business, so others can see what it's like working with you!

Word of mouth is trusted, even if it's not always true
Did you know that 90% of customers read reviews before visiting a business? Statistics also say that 88% of customers trust online reviews just as much as a personal recommendation. Having positive reviews are important, but what matters just as much (if not more) is how you're responding, which we touched on above. Potential customers want to see the effort and extra layer of customer service you're providing when customers are publically upset about an experience they've endured.

You can collect feedback for future business planning
Think about customer reviews as individual pieces of feedback that can help put together the puzzle of what your customers want. This is important information right at your fingertips! Having insight into what people are saying about your brand and who they are is crucial to consider when making future business decisions. Reviews ultimately allow you to get a better understanding of who your target demographic is and what they want from your business. 

We've only scratched the surface of online reputation management, so let's continue the discussion! What steps are you taking when it comes to managing your online reputation management? What's working for your business? Let us know! Reply to this email or comment on Facebook and we'll enter you into a drawing to win a $15 Amazon giftcard! If you're wondering how we can fit into the picture and assist your business, contact us!

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