Managing Online Reputation: “Becoming Reputable”

Posted by Sheyenne Hurt-Lewis.

Customer reviews are extremely important to the reputation of a business. In today’s technological era, it is becoming imperative for businesses to manage their online reputation though social media and other outlets. Reviewing sites such as Yelp, Twitter, and Facebook can be used as means of reforming and promoting businesses. Dan Simons, a restauranteur in the Washington area expressed the importance of customer feedback by saying, “You could open a business and do everything right, but if you’re unaware of these social media you well perish. Social media can take a business and put a bullet in it.” Positive reviews generate business but the impact of negative reviews has a greater impact on businesses than one may think. The best way to keep a healthy reputation for your business is to continue providing satisfactory goods and services to consumers, and ensure that negative experiences are at a minimum, and addressed promptly if they must occur.

Monitoring what is being said about your business is the first step in ensuring that your businesses name rings satisfaction. One may do this by simply using one of the many available online resources to search yourself and tune into the varying customer opinions. Technology even goes as far as alerting a business person when the name of their business is mentioned on a social media network. Managing reviews is the next step in guaranteeing a good name for your business. Thanking customers who left good feedback and inviting them to come again is a good way to keep the customers satisfied and returning. Addressing negative reviews in a professional manner with intentions to “win back the customer” is another way to improve the business environment. It is more than likely that new customers will look at these pages before deciding whether to visit or purchase a product. Businesspeople should “try to put yourself in the customer’s place” and make certain that they are doing their very best to make sure every customer leaves pleased and willing to return.

Sheyenne is a management major at the Stillman School of Business, Seton Hall University, Class of 2018.