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The Impact of Online Reviews: Managing Your Small Business's Online Reputation

Writer's picture: Kayla StinnettKayla Stinnett

Have you ever “Googled” your small business? You may be surprised at what you find. Managing online reviews is what we like to call “Reputation Management” in the marketing business. And while I don’t completely stand behind the “customer is always right” motto, it rings true when managing your reputation.


Online reviews are often the first thing a potential customer sees when they’re researching your business. That’s why the impact of these reviews can have a heavy positive or negative impact on your small business’s reputation.


So without further ado, let’s talk about the power of online reviews and managing your small business’s reputation.


The Power of Online Reviews

Online reviews have become an influential factor in consumers' decision-making process. It all leads back to word-of-mouth and the huge effect it can have on a small business’s success. Think about it. What do you do if you need to choose a restaurant, book a hotel, or purchase a particular product? You do an online search! And what often pops up first are the reviews for a business.


Positive reviews can help build trust and credibility, while negative reviews can significantly impact a small business’s reputation. And with the widespread accessibility of online reviews (here’s looking at you, Yelp and Google), small businesses are beginning to recognize the importance of reputation management.


Managing Online Reputation

It’s the age of digital, and managing your small business’s online presence is crucial. Trust me, your consumer are turning to the internet to research their purchases and buying decisions and a positive (or negative) review could influence their decision.


To start managing your online reputation, actively monitor mentions of your business by setting up a Google Alert. You should also set up business accounts on key social platforms (Instagram, Facebook, etc.) and review platforms (Yelp, Google My Business, etc.).


And remember, responding promptly and professionally to both positive and negative feedback is essential in demonstrating a commitment to customer satisfaction. Try drafting out responses or crafting scripts for both good and bad reviews. This will help guide both yourself and your team on the best way to handle these situations.


Leveraging Online Reviews for Small Business Growth

Leveraging online reviews is crucial for small businesses looking to foster growth and establish a strong online presence. Positive reviews can significantly impact a potential customer's decision-making process, making it essential for small businesses to actively manage and encourage customer feedback. By responding to reviews and addressing any concerns, small businesses can build trust and credibility within their community and beyond.

And don’t forget that you can showcase positive reviews as well! They’re fantastic when it comes to social media content. Even bad reviews can be beneficial. They can provide insight into how your small business can better serve your customers or how your team can provide better customer service.


To sum up, managing online reviews and actively monitoring your small business's online reputation is essential in today's digital age. Don’t underestimate the power of online reviews—they can be a juggernaut for your small business! By leveraging online reviews for business growth and addressing both positive and negative feedback professionally, small businesses can build trust and credibility and foster growth.


About the Author, Kayla Stinnett

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