Harness the Testimonial Economy in 2018

Categories

Review icon

Whether we like it or not, the digital world is here to stay and it has an impact on your business and brand. One aspect that weighs heavily on your brand is the reviews it receives. The amount of consumers who look to Google, Yelp, even Facebook for reviews before making a decision is increasing almost on a daily basis.

Understandably so, companies speak highly of themselves. Why wouldn’t they? It is, after all, their brand they are promoting and hoping to gain business for. This has caused consumers to rely more heavily on objective reviews or comments from other consumers. What they find becomes the foundation of their own customer experience. Positive reviews make it easier for a decision to be made, whereas negative reviews can combat even the most stellar marketing plan.

Harnessing the Testimonies

Respond: Each review left for your brand needs to be acknowledged in some manner. Whether it’s good, bad, or truly ugly, the review needs to be responded to. By doing so, a few things will happen. Your brand becomes proactive and consumers will take notice. If a negative review is left, this allows for the opportunity to voice your apologies and attempt at correcting the issue. It will also show other consumers that you truly care and hear what the community has to say, whether it’s positive or negative.

Monitor and Track: Your brand may encounter different consumers, those that are really happy and comment on everything, and those who are angry and comment on everything. Give kudos for the continued support for those who continue to display their trust and good experiences. Why? It will further instill in other consumers that you care and that you’re paying attention. Address the negative. Perhaps someone on your staff truly was at fault; don’t sweep it under the rug. Acknowledge the concerns or issue. While some will complain just for the sake of complaining, others may have genuine complaint that need to be addressed. If you are receiving common complaints from numerous people, there is an underlying issue that will need to be addressed.

Be Professional: Remember that your response serves as a representation of your brand. Is the customer always right? No, but, telling them in such a manner is not advisable. More often than not, giving a genuine apology along with the suggestion of taking the conversation offline is the route to take. So not only have you responded, but, you’ve opened the channel of communication in another manner so you can discuss the situation in depth.

Another vital part of harnessing the testimonial economy is having a team of knowledgeable professionals monitoring and maintaining your presence. With years of experience, and clients from multiple industries, Brawn Media is the team you’ve been searching for. In addition to our know-how, we are equipped with BrawnGuard, our Reputation Management Tool. Its purpose is to monitor reviews and will notify our experts within 24 hours of a new review so that you are able to stay on top of your online reputation quickly and efficiently! Contact us today to learn more and to get started on the right path for your brand!

Related Posts

Ott Advertising

Upward Trend of OTT During COVID-19

At Brawn Media, we were an early adopter to programmatic OTT (over-the-top) advertising. We understood the need to be where our customers are and that millennials were the big push for streaming through devices like Roku, Apple TV, Sling TV, smart TVs, and gaming consoles. OTT offers the flexibility of digital ads with that of […]

Keep Reading
Digital Marketing Covid 19

Marketing To The New Normal – Post COVID-19

COVID-19 has drastically changed the way the world is shopping, eating, working, and living. It has changed the way we do business with our customers and clients and undoubtedly the way we need to reach customers after the country comes off PAUSE. While it is to be expected that it would change the way people […]

Keep Reading
Protecting Your Online Brand - covid 19 brand management

Protecting Your Brand During Covid-19

As we are all trying to navigate the new normal during the COVID-19 pandemic, the recent necessity to conduct business online happened suddenly and left some brands asking themselves if their customers could find them online. Just as brick and mortar stores may have their challenges with foot traffic, online businesses struggle with the same […]

Keep Reading