1. Check Where Your Business Gathers Reviews From: It’s critical to know where your business is being talked about. Search the internet to explore the type of conversations your brand is a part of and what is being said about it. It’s best to seek out all kinds of conversations to understand the intent and customer perception.
2. Create a Management Strategy: When you know your customers’ perception of your brand, you need to move forward on improving it. Regardless of how much your brand is favored, the strategy should include the following:
- Who will regularly track the online reviews and conversations?
- How will you decide which reviews require responses?
- What will be the tone while responding to these reviews or comments?
3. Take Action: After understanding how customers view your business, it’s time to take action. Even if your business experiences a whiplash of negative reviews, make use of those pain points to improve and innovate. In contrast, positive reviews enable you to see what you’re doing and should continue to do.
Taking action on reviews, comments, and feedback will build your brand’s positive reputation while you give consumers what they need. And remember, you must regularly practice these steps to keep the momentum building.