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Today, practically everything happens on, or because of, the internet. As a result, online reputation (how prospects and customers view your business on the internet) has become crucial for all businesses across every industry (including auto, retail, home services, healthcare, and more) that are looking to grow.
One way to understand, keep track of, and manage online reputation is with the help of a tool like Podium's free online reputation score calculator.
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Boost Your Online Reputation in 90* Days With Podium
*Aggregate of all Podium retail customers as of September 2019 who have connected GBp and have at least three months of data before and after Podium. Results may vary.
What is an online reputation score?
Online reputation is the perception or sentiment people have about your business. This includes the opinions, reviews, comments, and feedback people share about your business online.
An online reputation score is a rating given to your business based on how you’re perceived online. This reflects how credible and trustworthy your company is. The higher the score, the higher the credibility and trust your business garners. Online reputation management and an online reputation management strategy entail monitoring this score and adjusting the levers that impact public sentiment it accordingly.
Some of the factors that should be considered when calculating your online reputation score are:
1. Number of reviews
The number of customer reviews your business receives impacts your online reputation. For example, if your business only has a few reviews, you may not come off as trustworthy as a competitor with hundreds or even thousands of reviews—as a result, a prospect may choose to work with that competitor instead of your business.
Although positive reviews are, of course, preferable, negative reviews aren’t all bad. To foster a strong online reputation, respond to any negative reviews you receive in a way that’s on-brand and sincere. This will show commitment to your online community and that you take your reputation seriously.
2. Social media presence
Online reputation can also be affected by your social media presence. This includes your social media profiles and mentions.
Stay on top of your social media profiles and presence to ensure you’re representing your brand accurately and responding to customers who ask questions or share feedback.
3. Listing accuracy
Another area that can affect your online reputation is your search engine listing accuracy. Make sure the information listed in your Google Business Profile (address, business hours, etc.) is accurate. Do the same across other business directors like Yelp. By improving your listing accuracy, you also improve your online reputation and your ability to bring in more online and foot traffic.
Tips to improve your online reputation score
Wondering why you may have received a low reputation score?
There are many reasons you might have a poor reputation score. Follow these steps to try and improve it.
1. Get more positive reviews
Getting more positive reviews is one of the best ways to build a better online reputation. Podium makes it easy to ask for, and remind customers to provide, reviews that ultimately improve your reputation score and public sentiment.
2. Answer customer feedback
Being responsive to customer feedback is crucial in developing your online reputation. It’s important that you respond to all feedback, good or bad, in a professional way.
Podium’s AI features make this easy—send every customer who leaves you feedback apersonalised and on-brand response.
3. Reach out to more customers
More customers mean more opportunities to provide top-notch services and products that lead to stellar reviews. After every service or sale, automatically send texts to customers to ask for reviews.
4. Create quality content for your website
Your target audience doesn’t always come to your site with the intention of making a purchase. They may be visiting in hopes of finding information or education.
Fill your website with unique and useful content for your visitors. For example, if you run an HVAC business, make sure your website includes content about HVAC maintenance and other information potential clients may find helpful.
5. Implement social media marketing strategies
Sites like Google and Yelp aren’t the only places you should be consistently managing your online reputation. Include social media in your strategy. Maintain your social media profiles by sharing relevant content and managing customer feedback or questions.
6. Optimise your website
Ensure your website is optimised for local search to improve your online reputation. Use relevant keywords throughout your website that are being searched by your target audience and keep your Google Business Profile updated. This will improve your likelihood of winning the top search result on Google and drive more traffic to your site.
You should also make your website a place where customers can easily start a conversion with you by incorporating Webchat.