How often do you order from a restaurant online without first checking its ratings?
Have you ever availed of a healthcare service without checking their Google reviews?
Do you book a hotel without reading about the experiences of those who have stayed there before?
If you are like the majority of shoppers, you almost always read customer reviews before making any purchase decisions.
Today, consumers can refer to ‘product reviews,’ allowing them to make wiser decisions by considering someone else’s experience. For businesses, however, it’s a double-edged sword — it can work in their favor or destroy their image.
This is what business reputation online is all about: the image of a business built by its customers, regardless of how good or bad the product or service actually is.
In an increasingly digitally driven world, online business reputation plays a major role in shaping success. Positive reviews, brand mentions and high engagement rates can drive growth, build trust and foster customer loyalty.
Likewise, when a business reputation online falters, the effects can be detrimental, impacting everything from customer retention to revenue. This makes it all the more important for businesses to manage online reputation preferably by taking the help of an expert reputation management business.
This article highlights key warning signs that your business might be struggling with a poor image and provides actionable advice to control your online reputation.
• 5 Signs of Poor Online Reputation To Watch Out For
• The Consequences of Ignoring a Poor Online Reputation
• 5 Steps To Improve Your Online Reputation
5 Signs of Poor Online Reputation To Watch Out For
Here are the five tell-tale signs your online reputation is not where you want it:
Sign #1: You Are Consistently Getting Negative Reviews
The most honest reviews are a mix of positive and negative; 72% of buyers appreciate negative reviews on products and services, saying that these “help provide depth and insight to make a decision.”
However, there should be more positives than negatives as the latter have more impact. The logic being, someone who has had a negative experience with a business will be likelier to vent online than those who have had a positive experience.
Also, one negative can pull down the overall rating. Here’s a little math for thought — If your goal is to get an average 4-star rating and you get a single 1-star, you’ll need four 5-stars to reach that average. That’s the dark power of negative feedback!
A steady stream of negative reviews, especially on platforms like Google, Yelp and social media, can signal a critical issue with your business reputation online. When potential customers see negative reviews consistently outweighing positive ones, they’re more likely to look elsewhere.
If, for instance, a restaurant starts receiving multiple one-star reviews for poor service or food quality, new customers would not try it while the once-loyal patrons may hesitate to return.
What You Can Do:
If you find yourself in such a situation, the best way out is to address the negative feedback with a courteous response. The intent should be to offer solutions or invite dissatisfied customers to discuss their concerns offline. If your solution then satisfies the customer, encourage them to rectify their negative feedback with a positive review! On the other hand, deleting a negative comment would come across as dishonest, especially if the one who posted it notices. That would only make matters worse.
Tim Clarke, Senior Reputation Manager at Thrive Local, summarized the best practices for responding to negative reviews without amplifying potential issues in 6 points:
1. Don’t argue and be civil.
2. Don’t attack the person back or be rude.
3. Ask for a phone call or private email message.
4. De-escalate the situation and get it offline.
5. Respond quickly and be polite and professional.
6. Point out any factual errors in the response but don’t start a bad argument.
An ideal solution is to partner with a reputation management business that knows the right approach to effective review response.
Sign #2: Your Website Traffic Is Dropping
Do you notice a sudden fall in the number of your website visitors?
When people read reviews of your business online, that’s when they decide whether to go ahead and explore your website further. Your rating on Google Business Profile summarises it for the user, making it easier to decide whether they need more information about your product or service. A majority of negative reviews would discourage users from visiting your page, resulting in a traffic decline.
Negative reviews can also affect your organic rankings, further obscuring your website and reducing your traffic.
A small business specializing in personal training, for example, sees a noticeable decline in website traffic after negative online reviews about pushy sales tactics and subpar training sessions. Potential clients are dissuaded, and site visits plummet as trust erodes.
What You Can Do:
Firstly, you should closely monitor the changes in your web traffic using proper analytic tools or with the help of an expert agency. If the trend is downward, you can look into the issues that could be responsible for the plummet. If the diagnosis is online business reputation, then implement reputation repair strategies, preferably with the help of an online business reputation management company, as well as review monitoring services that can help you manage online reputation effectively.
Sign #3: Your Social Media Posts Have Poor Engagement
Consider a clothing retailer who regularly posts updates about their new arrivals on their social media account. However, the engagement is low, and negative comments occasionally appear. This indicates that the customers are somehow dissatisfied, which is now impacting the retailer’s online business reputation.
Social media keeps the world connected; therefore, engagement on social media, including likes, shares and comments, can greatly influence the user-sentiment around your brand. If your posts consistently receive low engagement, it may indicate that customers are losing trust or interest in your business.
Engagement is a direct reflection of trust. Brands with a poor business online reputation often see diminished engagement because customers are hesitant to interact.
What You Can Do:
No matter what business, it always works when you post engaging, high-quality content that addresses customer needs and interests. The bottom line is offering value, not just promotions, can help you rectify and control your online reputation to a great extent .
A reputation management expert can guide you further on how to improve online reputation management by providing tailored strategies for your business.
Sign #4: You Can’t See Many New Customers
If you’re finding it hard to attract new leads and even harder to convert them into paying clients, a lack of or poor online reputation management for business might definitely be one of the reasons.
A not-so-great reputation as a result of average or below average reviews and ratings often serves as a warning sign for potential customers, who may question the quality and reliability of your business.
Your reputation is your calling card. When potential customers find bad reviews or negative sentiment online, they’re more likely to choose a competitor they perceive as more trustworthy.
What You Can Do:
The best way forward is to focus on providing exceptional customer service to increase word-of-mouth recommendations and positive reviews. Additionally, you can highlight case studies, success stories or testimonials on your website to show new customers what they can expect.
Sign #5: Your Brand Is Being Discussed Negatively on Online Communities
Let’s say a local tech company has been in the business for a relatively long time and has a fairly good service record. But of late, they are repeatedly being mentioned in online forums for their delayed response and unresolved customer issues. If their client finds them on any of these tech forums, would they be comfortable doing any business with them? To be honest, quite unlikely.
Consistently seeing your brand associated with negative sentiment in online discussions, social media and news articles is a clear indication that something needs to be addressed. In these cases, reputation management for business tools like Mention, Hootsuite and Brandwatch can help you monitor and track sentiment surrounding your brand.
What You Can Do:
Brand monitoring tools like those mentioned earlier, are useful tools for catching negative mentions early and addressing any false information or concerns. This helps you keep the conversation balanced and in your favor.
“Businesses should use a software tool to automate and manage the responses to save time and effort”, Clarke said.
“They should use a senior employee who is a great writer instead of an intern or just using only AI review responses. This is a key position and should be handled by a senior, competent person in each company.”
The best approach is to hire a business online reputation management company that will create a proactive communication strategy for you. It may include issuing a public statement, to counter persistent negative sentiment with honesty and transparency.
The Consequences of Ignoring a Poor Online Reputation
Reputation management in business is important as a poor online reputation doesn’t just affect customer perception; it can also impact your business’s revenue, market share and long-term viability. Here’s how:
1. Loss of Sales: Negative reviews and bad publicity often translate into lost sales as customers opt for competitors with stronger reputations.
“A good rule is to always strive for at least a 4/5 star rating on all major sites,” Clarke said.
“If the rating is lower or they are receiving messages that the reviews are scary, the business should consider it a net negative for sales and lead generation efforts and take corrective actions.”
2. Reduced Customer Retention: Existing customers may be reluctant to return if they feel their concerns aren’t being addressed.
3. Damage To Brand Credibility: A tarnished reputation diminishes your authority and credibility, making it harder to build partnerships and engage with industry influencers.
5 Steps To Improve Your Online Reputation
If your business is showing signs of a poor online reputation, it’s crucial to act swiftly. Here’s a roadmap to how to improve online reputation management:
1. Audit Your Online Presence: Regularly review your business profiles, reviews and social media channels to identify areas that need attention.
2. Focus on Customer Service: Excellent customer service is the foundation of a positive online reputation. Implement a system for addressing complaints and celebrating satisfied customers.
3. Solicit Positive Reviews: Encourage happy customers to leave reviews to counterbalance any negative ones.
4. Engage on Social Media: Actively engage with your followers, responding promptly to comments and feedback to show you value their input.
5. Invest in Quality Content: Build trust by sharing informative and engaging content that positions your business as an industry leader.
If you are wondering how to improve online reputation management or want to learn more about reputation management in business, Thrive Local also provides white-label reputation management services.
Protect Your Business: Take Control of Your Online Reputation Today
In a time when purchases are based on reviews, it becomes imperative to manage online reputation if you want to save your business from unsolicited and sometimes irreparable damages.
Monitoring and actively managing your business’s online reputation can help you stay ahead of issues and prevent long-term damage. Don’t wait for negative signs to impact your bottom line — control your online reputation and take action today to rebuild trust and ensure lasting customer loyalty.
Thrive Local is a business online reputation management company that specializes in monitoring, managing and improving your brand’s online presence to help you build trust and attract more customers.
If you’re struggling with a poor online reputation, we can help you turn things around. Contact us to discover how our reputation management services can support your business’s growth and online credibility.
