Are you experiencing a reputation crisis? Do you use software to help you manage the reputation of your business? What are some of the features of reputation management software? What reputation management statistics should you track?
Reputation management statistics
Online reputation statistics change constantly. This information should help you know what is working for your business, what is not and what you can do about it. These are some of the statistics that you should track to stay ahead of your competition.
- Consumers trust online reviews the same way as a personal recommendation.
- Consumers trust a company more if it has positive reviews.
- Consumers avoid a company with negative reviews.
- Consumers prefer to work with a business that has at least a four-star rating.
- Consumers tell more people of poor service than a good experience.
- Search engine optimization
- Very few people go past the first page experienceof Google.
- When researching a business, consumers trust online search enginesthe most.
- Google uses high-quality content and link building to determine the search rankings.
- Social media
- Consumers shop on multiple channels and they always compare every purchase.
- Social media posts have influenced purchase decisions.
- Consumers recommend brands to friends in case of a positive experience.
- Video content is the best marketing tool in social media.
- Employment and recruiting
- A lot of businesses use social media when recruiting.
- Most companies consider LinkedIn most effective for finding qualified employees.
- Most job seekers will reject job offers from a company with a bad reputation.
In business, this is the monitoring, influencing, and improving how the public perceives your product or services. This can be conducted by targeting certain content to a group of specific people by using various digital channels. Reputation management software made getting feedback and responding easy and therefore improving the reputation of your company.
Channels for reputation management
1. Paid media
For any information about your business to be featured, you have to pay. It helps to create brand awareness. They include:
- Pay-per-click ad platform.
- Influencer marketing.
- Sponsored social media post.
- Earned media
- Your brand gets featured for free. They have a huge impact on reputation management but it is hard to control. They are the most credible and trusted channels to the consumer because your reputation is in the hands of the consumers. They include:
- Online review
- Media coverage
2. Owned media
It is very important in crisis management and authoritative communication with your audience. You control them because you own them. They include:
- Mobile apps
- Press release
- Shared media
They are best used for direct contact and social engagement with your audience. They include:
Why invest in reputation management software?
- You are starting the business and yet to establish a reputation.
- You want to repair a damaged reputation.
- You want to maintain the existing positive reputation.
Features of reputation management software
Find software that delivers notifications whenever a review comes in. It can be tiresome and time-consuming to look at different platforms checking for each review. This software allows you to stay updated and respond quickly.
Aggregation of reviews
The products or services of a business may be reviewed across a wide range of platforms. It can be hard to manage the review on each platform. This software should allow you to manage all your feedback from a single location.
The software should offer language and review analysis to help identify the common keywords mentioned. This way you can understand the things said about your brand, why, and how many times.
The software should offer a performance report to show your efforts. This information should be easy to share.
Whole company management
Certain companies may have several branches distributed at different locations. This complicates reputation management efforts. A high-quality software will allow you to view insights into the whole company.
- Review management options
- The software should allow you to effectively manage your reviews by:
- Offering a clear display of the customer’s review.
- Allowing you to navigate from one review to another quickly.
- Providing an option to reply to customers’ comments.
- Offering an option to highlight certain reviews.
- Allowing you to offer discount codes to reviewers.
Insights into competitors
Great software provides insights into other company’s reputation. This allows you to compare your business with that of the competitors enabling you to rank your performance.
Potential software drawbacks
- It requires technical skills to use and may take longer to learn.
- It hinders a personal conversation with the customers.
- System glitches and mechanical responses could affect communication.
As technology keeps changing, different companies find different ways to promote the growth of their business. More consumers turn to the internet to ask questions and deliver their complaints about a brand. Reputation management statistics indicate that most consumers trust a company with a positive review more. Certain features should be present in your reputation management software to enhance its capabilities.
About the Author:
Ron Evan Tamayo
Ron Evan is a Digital Marketing Specialist and a writer who takes his time writing articles about traveling, psychology, and digital marketing. He learned about the digital marketing industry accidentally almost four years ago. He is currently based in Taiwan, taking up an MBA degree with a focus on Marketing. During his free time, he enjoys going to karaoke, traveling, and watching Netflix.