The influence of online reputation management (ORM) trickles down to nearly every facet of a business, impacting areas such as customer acquisition and retention.
Customer acquisition is all about bringing new customers on board. It’s the moment when someone decides to pick your product off the shelf for their first purchase or when they sign up for the services you offer.
Customer retention is about keeping your customers coming back for more. It reflects how well your business encourages repeat business and increases customer spending over time. Customer retention is particularly crucial for subscription-based businesses and service providers.
Essentially, a customer acquisition and retention strategy is the engine that makes growth, or even mere survivability, possible for businesses. And ORM is the fuel.
Let’s talk more about the role of online reputation management in customer acquisition and customer retention as this blog unpacks:
• How Online Reputation Management Ties With Customer Acquisition and Retention
• Online Reputation Management Tips for Better Customer Acquisition and Retention With ORM
• Get Expert Help: Thrive Local Reputation Building
How Online Reputation Management Ties With Customer Acquisition and Retention
Online reputation management favorably shapes how people perceive your brand. Nurturing a positive customer perception is key to both attracting new customers (customer acquisition) and keeping the ones you already have (customer retention).
When you manage your online reputation and brand credibility effectively, you’re essentially ensuring that the first impression potential customers get is a positive one. This boosts customer acquisition by making your brand more appealing to newcomers.
But it doesn’t stop there. A stellar online reputation and customer engagement lead to brand loyalty. It reassures your existing customers that they’ve made the right choice, encouraging them to stick around and continue supporting your brand.
In essence, customer acquisition is to build brand credibility, and customer retention is to foster brand loyalty.
It’s about creating a cycle of trust and satisfaction that not only draws new faces in but keeps the familiar ones happy.
Online Reputation Management Tips for Better Customer Acquisition and Retention With ORM
Reputation building is more than asking for online reviews. Here are some actionable online reputation monitoring and management tips to help you ace customer acquisition and keep those customers coming back for more:
1. Monitor Your Online Presence
A positive online presence attracts customers, while a negative one directs them toward your competitors. You want to keep an eye on what people are saying about your brand across different platforms so you can take necessary actions in a timely manner. Use tools like Google Alerts, social media listening tools and review sites to stay on top of reputation monitoring.
2. Encourage Positive Reviews
Happy customers are your best advocates. Genuine online reviews are looked upon by prospective customers because they see them as more valuable than any marketing message. Encourage them to share their positive experiences online. A simple prompt after a purchase or service can go a long way. Make it easy for them by providing links to your profiles on review sites.
3. Respond Promptly to Feedback
Whether it’s praise or a complaint, respond to all feedback professionally and in a timely manner. Acknowledging positive reviews shows appreciation and is a great way to engage happy customers. On the other hand, addressing negative feedback signifies your commitment to customer satisfaction and allows you to mitigate further potential damage to your reputation.
4. Craft Personalized Responses
While you don’t have to write a novel in response to a review, you want to avoid generic responses, especially when dealing with negative reviews. Tailor your replies to address the specific comments or concerns raised by customers. This personal touch can turn a dissatisfied customer into a loyal one and reinforce positive feelings for those who already love your brand.
5. Showcase Your Successes
Don’t be shy about sharing positive reviews and testimonials on your website and social media channels. Highlighting customer satisfaction can attract new customers and remind existing ones why they chose you in the first place. For example, you can take an excerpt from a positive review and put it in an image for your next social media post on Instagram.
6. Leverage Negative Feedback
Negative reviews can wreak havoc on your reputation when left unmanaged. Remember, it’s not all doom and gloom. You can treat negative feedback as constructive criticism to improve your business. Showing that you’re open to feedback and willing to make changes based on customer input can enhance your reputation and make your customers feel valued.
7. Maintain a Consistent Brand Voice
A lack of brand consistency can create confusion among your customers. So, whether responding to online reviews, posting on social media or updating your website copy, ensure your brand voice is consistent. Remember, uniformity helps build stronger brand credibility and brand loyalty as you appear to be more reliable and recognizable to your audience.
8. Educate Your Team
Make sure your team understands the importance of reputation enhancement. Whether providing exceptional service that leads to positive reviews or handling customer feedback online, your team should be aligned with your ORM goals. Celebrate positive reviews together, giving due credit and approach negative feedback collectively, avoiding the blame game.
9. Be Proactive
Don’t let an emergency catch you off guard before you decide on a plan of action. A crisis management plan outlines the roles of key team members and the specific steps your organization should take to navigate through a reputational challenge effectively. Otherwise, coming unprepared can escalate the situation, leading to potentially irreversible damage.
10. Develop a Reputation Management Strategy
ORM is not a one-off task but an ongoing one. Crafting an ORM plan for overseeing your online image is essential. A good first move in reputation enhancement is to take control of your business listings across the web. Claiming these listings is foundational – it not only increases your visibility but also gives you the power to manage how your business is presented on various platforms.
By following these tips, you can harness the power of online reputation monitoring and management to not only draw in new customers but also to foster loyalty among your current clientele, setting the stage for sustained business growth.
Get Expert Help: Thrive Local Reputation Building
Remember, the goal of ORM is not just to react to what’s already out there and get more online reviews but to actively shape the narrative around your brand.
We at Thrive Local can help you get started with ORM. Our reputation enhancement services include:
Online Reputation Management (ORM)
Guard your brand’s image online with our comprehensive ORM services. We help you build a positive digital presence, manage feedback and navigate the complex web to ensure your brand stands out for the right reasons.
Conversion Rate Optimization (CRO)
Maximize your website’s potential and boost your conversions. Our CRO services fine-tune your site’s user experience, compelling visitors to take action. Heightened customer engagement fosters sales and leads effortlessly.
Reputation Management Software
Take control of your online reputation with our cutting-edge ORM software. Monitor, manage and respond to reviews across platforms from a single dashboard. It’s your all-in-one solution for maintaining a stellar brand reputation.
Franchise Reputation Management
Our reputation management service tailored for franchises ensures consistency and positivity across all your locations. From review management to customer engagement, we protect and elevate your franchise’s reputation, ensuring a unified brand experience.
Talk to our team – capture and nurture customers with ORM!
