Ecommerce Optimization: 5 Golden Rules of Effective Reputation Management

All retailers know the worth of word-of-mouth marketing. 25% of customers are influenced by personal recommendations, making it one of the most influential mediums in business today. However, only a handful of retailers have managed to harness this power to their favor. While people feel more confident giving higher ratings for products that they love, terrible experiences with an online retailer can damage their opinion of them forever. Understanding how to manage online reputation is critical for any firm or brand that sells goods and services, regardless of the channel through which they do so.

Here are the 5 golden rules of online reputation management, that any seller should implement in order to ensure their customers are satisfied with them.

  1. Use feedback surveys to collect data on what your customers really think about you. A survey is not just an evaluation tool; it’s also a listening device that can help you identify areas for improvement while boosting customer satisfaction and loyalty. Customers who don’t receive feedback forms may feel ignored, while those who do receive them will know exactly how they stand with the company, giving them the incentive to continue being loyal customers. And if – despite all your efforts – some dissatisfied customers still slip through the cracks, use negative reviews as learning tools, rather than letting criticism get to you. While every business makes mistakes from time to time, a proactive approach can help you weed out any mishaps and turn your mistakes into opportunities for better services.
  2. Give your customers an easier way to leave feedback. If visitors have a hard time finding the customer service page on your website, then they certainly won’t bother going through the trouble of giving you any feedback about their experience with you – especially if it means having to send an email. Your mission should be to eliminate all barriers that would prevent a customer from showing appreciation or letting you know how a product could be improved.  If you’re selling on Facebook, then use the comments section under each post as an opportunity to engage with them directly through live chat or respond personally with suggestions for improvement.
  3. When it comes to taking advantage of online reviews, you can’t just sit back and expect your customers to voluntarily review your product or service. If you want actual testimonials on your website, then encourage customers to leave one by simply giving them easy access. You may use direct links in emails or promotions, or offer incentives like discounts – people love free stuff! At this point, the best method will depend on what works best for your business model. Additionally, use reputation management software to automate this tedious process.
  4. The media is an excellent source for any company that wants its name out there; however, bad press can quickly spread like wildfire if you don’t address issues at hand immediately. Don’t let small problems get too much traction before finding the right solution; try consulting with marketing experts and branding specialists to help you establish a plan that will promote positivity surrounding your brand or business by keeping negative chatter to a minimum.
  5. Websites like eBay and Amazon make managing online reputation as easy as clicking a button, giving individual sellers the power to manage their own profiles; however, this doesn’t mean relying on them exclusively because their success depends on how well they rank in search results. Instead, use tools like Google Analytics and Facebook Insights to find out why customers aren’t visiting your website or what separates them from other retailers, and then create personalized marketing strategies for each of your products depending on the platform it’s sold through. By understanding exactly where people go when making an online purchase including similarities across each site – you’ll be able to tailor your content and how it’s presented, giving customers exactly what they’re looking for.

Ecommerce optimization through reputation management is not just about guarding your brand against the negative press; it also means monitoring all social media channels carefully where you can get a glimpse into how well your company is represented by the people who work there. When potential employers or clients conduct their own research online, they need to see what other professionals think of working with you – this makes promotional tools like LinkedIn extremely important in order to establish yourself as an authority in your field whether you’re looking for a job or not. Without taking these things into consideration, you’ll likely miss out on opportunities that would otherwise be within reach.