Don’t let the bad apple get you.
“It takes many good deeds to build a good reputation, and only one bad one to lose it.”
That is a quote from one of America's founding fathers, Benjamin Franklin. Another great one to remember is "It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently". That quote is from is American business tycoon Warren Buffett, two smart men one might say.
How you build a reputation for your business has changed with the introduction of new social and reputation platforms. 97% of business owners recognise the importance of online reputation management. 2020 has most certainly created an even greater shift as footfall across high streets is decreasing and online shopping is increasing due to COVID-19; making online even more prominent. Tripadvisor, Google reviews, Facebook you name it, it all impacts your customers buying decision. “High-quality, positive reviews from your customers will improve your business’s visibility and increase the likelihood that a potential customer will visit your location.” Now this article is not about HOW you build a good reputation (we’ll cover that another day) but is about how to MANAGE it efficiently using SocioConnect. If you are one of our customers you will know all about our SocioConnect mission, if you don’t…
'We believe that in a world of rapid and constant digital change there has never been a greater need to future-proof multi-venue brands online presence and join dispersed teams together with efficiency, communication and analytics, and therefore we have developed SocioConnect’
SocioConnect is a platform for multi-venue businesses to control their online presence. You can publish posts, schedule them, store content, report on performance and all that jazz; but today we want to tell you about our new feature REPUTATION. You may have noticed a new icon in the main navigation. If you haven't but are intrigued by this prospect, we’d urge you to read on.
When you click the reputation icon this is what you will see; a dashboard with all your reviews and reputation performance in one place. So you know when you told us about the pain of logging in and out of platforms to check reviews and copying and pasting them?...we were listening. It’s a dashboard like this that will help you spot the bad apple and deal with it quickly.
First up you will have a chart showcasing your reputation channels, the number of reviews on each, the average rating for a given time period and your overall rating for that channel. Handy right? Next up is Source and which reputation channel is most popular with your customers; again a good one to know. If you know where your customers are, you can then be more active on that channel to influence their buying decision or work on building that connection and reputation with them (the one that Warren says takes 20 years to build so get going!).
Source’s neighbour is Source Rating, this showcases the number of reviews per channel but that lovely transition from red to green is showing your rating and the comparison versus the previous time period. What do you prefer, red or green apples? In this case, always green.
Finally below you will find all your reviews listed out by date, with the channel, rating and a tick box showcasing whether someone has responded or not. And wait for it, from this section you can view an individual review and respond to it.
But the cherry on top, is the Export Report button. Export a full report for any time period into excel. You can learn more about our Reputation feature here.
So there you have it. Don’t let the one or a few bad apples get you. Spot them quickly and respond to keep your reputation protected,either with SocioConnect or just by checking them daily; either way, we just hope we’ve highlighted the importance of online reputation to your business.