With increasing numbers of consumers doing research before making a purchase, a positive online reputation is an important component of a business’ placement in local search. Taking control of your business’ online reputation protects your brand. It amplifies the experiences of satisfied customers and allows you to demonstrate attentive customer care when you have negative feedback. To get a better understanding of how consumers view your business, take our online presence self assessment today.
Answer These 8 Questions for Assessing Your Business’ Online Reputation
1. What is the business’ Google star rating?
Star ratings are an engagement metric that can make a big difference to search visibility. If you have a low star rating searchers are less likely to visit your website, and Google may respond by demoting your search position. To illustrate this, 92% of consumers said they were less likely to use a business with negative reviews.
2. What is the business’ Facebook rating?
Facebook’s vast user base means the platform is one of the main places consumers turn to. Positive ratings can immediately build trust with a potential customer, while negative opinions can cause doubt. On Facebook, interaction is key – and often, cases of poor feedback may be resolved.
3. How many online reviews do you have for Google and Facebook?
The amount of reviews on Google and Facebook indicates the popularity of a business, and it can also minimize the impact of a negative opinion. Ultimately, having a poor reputation impacts the business’ visibility in the local pack and Google Maps, making it harder to be found.
4. How many different reviews sources do you have?
Consumers can potentially discover a business across directories, review sites, social media and other platforms. Encouraging reviews across these platforms ensures the business reaches as wide an audience as possible. Businesses can begin with a Google Business Profile and then expand to Bing, Yelp and beyond. We recommend you start the process with our Google Business Profile local visibility self assessment.
5. How many reviews did your business receive in the last month?
When assessing reviews Google considers how recent they are – it’s a key element for them, as it is for the public. Consumers checking on a business expect to see up-to-date reviews that report a current experience with the business. It’s very clear – getting new reviews needs to be an ongoing priority.
6. Are you responding to reviews?
Customers expect interaction and engagement with a business. This means showing gratitude for positive reviews and empathizing with unhappy customers (who often simply want their issues to be heard).
7. Are your responses HIPAA compliant?
For anyone in the healthcare field, HIPAA compliance is paramount. Responses must adhere to all regulations to ensure that patients remain anonymous. Any issues should be resolved privately, even when an individual provides confidential details in the review.
8. Are you using your reviews in your online marketing?
Reviews and testimonials can be highly effective in marketing campaigns. Consumers often respond positively to real people detailing their experiences with a brand. After the Google My Business optimization is completed, you should start watching for quotes and opinions within reviews that can be used for online promotion. These can be repurposed on your website and social channels and in other types of marketing materials.
Get Help Improving Your Online Reputation
Does your business need help improving its online reputation? At Rocks Digital, we can help improve your business’ online presence, which in turn will help you cultivate an outstanding reputation with your customers. For assistance, request an online evaluation today or call (214) 989-7549.
Online Presence Self Assessment Quick Links
Assessing Your Website for Viability – Part 1
Assessing Your Google Business Profile for Local Visibility – Part 2
Assessing Your Business’ Online Reputation – Part 3 (You are here!)
Assessing Your Business’ Social Media Presence – Part 4
Assessing Your Business’ Local SEO Footprint – Part 5