Why Your Brand’s Online Reputation Matters

Before the days of scrolling through Google, Facebook, and Yelp reviews, and the numerous Instagram comments, businesses relied on word-of-mouth and surveys to understand customer satisfaction. In our current digital world, companies are exposed to a variety of ways they can receive feedback. 

 

With or without the internet, there’s one element of business that has always remained important: reputation. 

 

As more opportunities arise for people to share their thoughts, feelings, and emotions about their personal experiences online, reputation management has become increasingly important. 

 

 

If you think reviews get lost in the noise of the Internet, think again. Here’s why:

 

 

Consumers Trust Online Reviews More Than Product Descriptions 

Customers trust online reviews 12 times more than product descriptions. Buying online can feel like a risk for some. Therefore, people turn to past buyers to ensure their purchase will be worthwhile. 

Most users, like @SPM230jenna, make decisions strictly based off of reviews. She shared on Twitter, “Ordered a product online after seeing a friend speak so highly about it on her Instagram story… the power of social media and the consumers’ reviews! #SPM230.” 

 

 

Star Ratings Are One Of The Top Factors Used To Judge A Business

In every single industry, star ratings matter. They can both hurt and help your business. 

Poor ratings from reviews can result in detrimental consequences. @selineabanto shares her discussion with a driver, “update: I talked to a different driver if they get a 1 star rating draw there’s a possibility they could get suspended or banned.” 

 

 

Great ratings set you apart from the rest. The Lions Club organization reaped the benefits of their positive reviews. @lionsclubs said, “LCIF has received a 4-star rating from @CharityNav for the 8th consecutive year. This puts us in the top 4% of all non-profits with accountability, responsibility, and transparency.” 

 

Review Sites Aren’t Slowing Down Anytime Soon 

These days, it is much easier for a consumer to leave a review online then tell the business how they really feel in person. Review sites, like Yelp, are booming. Both potential and current customers regularly visit reviews sites to find out what the brand’s service is like and to share their personal story. 

@yymoneyy was quick to turn to Yelp after her poor experience with a restaurant, “Evergreens forgot my fork and water w my salad. Time for angry Yelp review”. 

 

The more online exposure your business has, the more crucial it is to ensure your reputation is upheld. 

 

Not sure where to start? We can help.

Reputation management is the process of taking your online reputation into your own hands. With it, you control how the public views your company with a series of cutting-edge strategies.

Contact us to learn how our team can help boost your brand’s online presence. 

 

 

 

Follow Ivana Hermida:
Ivana is a Content Editor at KWSM with a background in marketing, event planning, social media and content creation for retail and e-commerce clients.