Your customers are talking behind your back. Are you listening?
Your reputation is the impression people get about your company when they find your brand online. It determines how people feel about it and how they respond to you when you attempt to have conversations with them. The thing is that business owners still underestimate how much reputation affects their sales. They mistakenly believe that an ad is more effective than, say, 10 people on Yelp or Facebook, or a few people talking sh**!!!t about their products on Reddit. Another thing about online reputation is that it has the power to make or break your business. Social is powerful. And keeping your brand’s reputation healthy requires you to listen to what people are saying about your brand and to respond to conversations when they happen.
You don’t have to be a Walmart to find people online complaining or praising your products or services. If you are a local pet care business, a local law firm, or a tiny local coffee shop, chances are that you will find good and bad things said about your company online. There will also be people who are looking for your products or services and who will be swayed by the things people say about you online. Studies show that 88% of buyers research products online before making a purchase (both online and in-store) and 86% will hesitate to purchase from a business that has negative reviews.