Business Reputation Management

Reputation is everything in business. Your business’ name is your greatest asset and it should be cultivated and protected. Being able to show customers a business is trustworthy and transparent is key to bottom line success - and making the most of online reviews can build a story of trust and confidence in your business.

But businesses can be challenged by collecting positive reviews, responding to negative ones, and leveraging customer experiences.

BBB Customer Reviews - A Trusted Review Source

Many businesses turn to BBB’s Accredited Business reviews as a platform for verified testimonials. BBB Customer Reviews are vetted to check for authenticity. While it is next to impossible to guarantee that every comment is legitimate, BBB takes many steps to ensure accuracy and transparency.

• Processes customer reviews in an ethical, fair, unbiased manner consistently

• Validates the email address or phone number of reviewers

• Sends the submission to the business –allowing the business to provide additional feedback and share their side of the story before publication

• Allows the reviewer also to submit comments on the customer review. Comments from third parties are not allowed.

• Provides an opportunity to challenge the identity of the reviewer before the review is posted - not allowing anyone to post fake or ill-intended reviews

• BBB does not post any anonymous reviews or reviews where the consumer got compensated

• Works with both consumer and business to help work through the issues and using the data to help investigate businesses

• Posted to the company’s BBB Business Profile

BBB Accredited Business Profiles usually return within top 5 results of Google searches.

Collecting Reviews

Gaining online reviews presents two issues. The first is getting satisfied customers to take time to offer a balanced online review of goods and services. The second is determining which review site will be most beneficial for the post, as even satisfied customers will usually only post on one platform. BBB’s Review Solution app helps overcome this.

BBB’s Review Solution is a free mobile app that allows businesses to request a customer review with a single click. Download the app to any iOS or Android mobile device, or computer. Enter your customer’s name, mobile number, and click send. It sends a text message with a link to submit a review directly to their phone. This is available for free, exclusively to Accredited Businesses. (With a paid subscription, businesses can post the same review to multiple platforms.)

Once a review is submitted, it goes through the verification process to ensure that only quality and accurate reviews are left on your BBB Business profile.

Ask For A Review Responding To Reviews

Never Be Afraid To Ask

Just do it and be direct. Emphasize all customers’ feedback and opinions are personally important. Remind them by: including the customer review link in your email signatures, letterhead, receipts, text messages/campaigns, and newsletters. Have a QR code, stack of cards asking for a review, or place a sign directing to the review site at your POS (points of sale). Train employees to ask for reviews with each interaction. Or, implement BBB’s Review Solution for a stressfree ask.

Use Verbal And Visual Reminders Across Multiple Customer Touch Points

People need to be reminded several times before they remember and take action. Verbally ask customers to submit reviews throughout the sales process. Encourage them to read current reviews to build their trust. Post links to existing reviews on websites, social media, and email signatures. After a sale, ask for a review on the purchase or receipt. Follow-up a week or two later via email, personal call, or postcard to ensure the product or service provided is exceeding expectations. Ask the person to leave an honest review and share feedback that will help your business be better.

The Importance Of Honest Criticism

Open and honest communication is a necessary part of an ethical marketplace, in which both businesses and customers benefit from genuine customer reviews. When customers have access to honest reviews, they are able to make informed decisions, and businesses have an opportunity to address their shortcomings, improve their reputation and rebuild trust.

Always Respond To Customer Reviews

Yes! One of the best ways to improve your online reputation is to respond to reviews. Every review is helpful to a business. Respond quickly, appropriately and with a genuine first-person perspective. Keeping it personal offers a sense of care and relationship. Be Human.

Acknowledge And Thank Positive Reviews

If a customer leaves a negative comment, use it as an opportunity to work with the customer to find a solution to the problem. Consumers like to see “both sides” and will pay more attention to how a business responds to a complaint than the complaint itself. Negative reviews are a fact of business life today - never take them personally.

Respond Professionally

Educate

And Encourage

Consumers with an article that explains how reviews and experience sharing can make a good experience fantastic and help future consumers.

Create

Compelling Content That Is Shareable

Friends and family have the highest influence on purchasing decisions. Create social media posts and helpful articles that are easy to share to ensure they reach trusted friends and family. Remember, what is posted on social media reflects the character and mindset of the business.

Leverage Key Partnerships

Display government agencies, non-profits, and chamber of commerce partnerships to showcase community involvement and leverage the association of these known influencers.

Avoid canned responses, emotional retorts, or corporate speak. Don’t fight in a public forum. Offer solutions, not come-backs.

Tell The Customer How To Contact You

Responding online is important, but it can feel impersonal for the customer. When you talk to a customer one-to-one, they’ll know that you genuinely listened to their concerns. And, this gives you a chance to reach a resolution to make both you and the customer satisfied.

Track and Lead

ALL Customer Conversations

Share positive reviews – Don’t be shy! Encourage customers to read your online reviews by visiting your BBB profile page. Advertise your BBB Accreditation, rating, and customer reviews by adding a link to your BBB profile on your website and on social media. Share customer reviews with your own staff to help boost employee morale and encourage better customer service.

Pay attention to social media platforms. Set brand keyword searches on each or use a social media management tool’s “listening” functionality. Respond to comments as well as reviews. Pose questions on social media and in user responses to create an engaged conversation.

Monitor review sites & Set Google Alerts

Carefully check online review sites to ensure your reputation is solid and customer demands get answered in a timely fashion. Set up a google alert for your company or brand name at https://www.google.com/alerts. Google key leadership names and industry terms frequently.