A managed internet presence is becoming a requirement for even the smallest of businesses. Even if you don’t have an official online business presence, it is likely that your business has an online footprint. Worse, if you aren’t managing your business reputation online, someone else will. Without actively managing your business reputation, you allow others to control the conversations surrounding your business. Poor reviews is one possible negative outcome, as well as, decreased interest in your product or services, which can lead to reduced profitability. Below are some of the most common challenges to managing your business reputation and some simple ways to change the conversation in your favor:

This can be as simple or extensive as makes sense for your business. But, anyone who has access to your company’s social media accounts should know how they are expected to behave when representing your company. If staff isn’t sure how to handle a particular situation, make sure they know who to go to with questions. Ensure everyone understands what types of situations require approval before a response, or changes, are made to business accounts. When negative feedback arises, your employees know when and how to react. This shows diligence, understanding, and customer care to others who may be viewing your social media pages.

While internet trolls are one thing, legitimate criticisms are another. They are worth taking note of, and may possibly lead to adjustments to your business products or practices. Discerning potential customers want to see how you handle honest complaints. There is a growing demand for accountability and transparency, especially from younger consumers. These buyers want to have the sense that they know your company and that you care about the product, services, and customer service you provide them. WESP Communications, LLC can gather valuable data while managing your customer service strategy – across all client touchpoints – on how potential customers engage with your content. This data can provide important indicators of what changes can be made to improve your online strategy.

Increasingly, customers expect more from the businesses they patronize. Not only do they want customer service immediately, they also want to feel a personal connection to you and your business. This can be done through excellent social media customer service, as well as unique, engaging content. If you can’t engage with potential customers in person, connect via video. Whether through live or pre-recorded video, this medium gives viewers a sense of your humility, and suggests genuine interest in building relationships with your audience. Polls, sharing interesting or engaging articles, and a predictable schedule of updates can help to create a positive reputation online. The most important thing is that YOU are in control of your business’s online presence.

If the prospect of managing your business reputation and online customer service across all your online platforms sounds daunting, WESP Communications, LLC has the solution for you! We offer shared-environment and/or dedicated support  at affordable rates for all business sizes and needs. Contact us to learn how we can build a customized plan to integrate your customer service strategy across all your client touchpoints.