6 Tips to Build a Strong Online Reputation

1. Collect Reviews from Past Customers Intelligently

This is an easy first step if you don’t have many reviews. Start by sending an email blast to past customers to ask for their feedback. Don’t be afraid of bad reviews. One way to separate good feedback from bad is with different links in your email: If customers had a positive experience with your business give them a link to a review site; if they had a bad experience, offer a link to your own feedback form so you can capture and address their concern before it’s posted on a public review site.

2. Automate the Capture of Future Reviews

Going forward you want to continue to solicit reviews from as many customers as possible. The best way to automate this process is to include a request for feedback and a link to a reviews site with every customer touch point: invoices, newsletters, email signatures, thank-you notes or any contacts you have with customers.

3. Capture Face-To-Face Reviews through testimonials

If you regularly visit clients’ homes (such as a home services provider), if they often visit your office, or even if you connect with them on the phone, don’t miss an opportunity to ask for reviews. Customers are much more likely to say yes, and provide positive feedback, when you ask them face-to-face. Be ready to capture their review on the spot; for instance, you could have an iPad or kiosk set up with a feedback form for them to use. We could also schedule filmed testimonials for your business to show credibility for feedback on your social media.

4. Read, Reply & Learn from All Reviews

Make sure to read and reply to all reviews—good and bad. For good reviews, a simple “thanks” is often enough. Bad reviews deserve a more thoughtful and thorough response; just don’t get combative or defensive. Your replies are important because prospects will not only see your customers’ reviews, they will see your side of the story as well, showing that you’re professional and attentive even when you get negative feedback. Your responses to reviews will also build more content around your business, helping to boost your online reputation.

5. Satisfy the Customer & Ask for a New Review