So your business is up and running. It’s time to consider how to grow your online reputation.
Your reputation and ratings can make a lot of difference in the make or break of your business. Here, we present some business ideas which can help you with your customer satisfaction indicators, and suggest how you can improve that all-important online score.

Assess your current online reputation

Whether you are running a restaurant or managing a hotel, it’s important to thoroughly search the popular online booking and review sites. Take note of both positive and negative feedback, and come up with an average rating for your business. What is your business being scored down on? Perhaps it’s something you aren’t aware of. Rude staff and dirty plates often go unnoticed in a busy establishment, but the online world of reviews can bring insight into actual customer experience, with no stone unturned.

Don’t forget about your social media reputation - Facebook, Twitter and Instagram can all be great ways to build up a loyal client base!

Define your vision and make changes

Chances are, some of your customer reviews will have some form of complaint, but remember to take this as constructive criticism, as now your business has an opportunity get even better! Negative reviews can often be caused by unhygienic practices. Pay special attention to these reviews, because they can be easy to improve and will result in big leaps in customer satisfaction! People may have different understandings of what cleanliness is. For some people, cleanliness could mean a fresh smelling room; for others, it may be about having spotless surfaces. So keep an eye out for what could be missing in your establishment. Read our articles dedicated to general odour elimination to work out the simplest way to expedite customer satisfaction! idea symbol          

Damage control

If you do end up finding negative reviews, don’t panic! Start by making official profiles on each of the key review sites and reply to the negative comments publicly. Acknowledge customer complaints, and promise either to change this in the future or explain that sadly this guest’s experience was not up to your usual standards. One way of improving customer experiences and subsequent customer reviews is to offer the guest a free gift next time they visit. Decide the scale of the gift with each review individually. For example, if the customer was served a dirty glass in your restaurant, perhaps offer them a free glass of bubbly the next time they visit; or, if they had a negative experience in your hotel, try offering them a free night’s stay as compensation. It is important that you make each response genuine and individually tailored, so change the format for every reply. Something that can make you really stand out is thanking those users who leave you a positive review. Not only will this encourage them to return and use your product or service again, but it will encourage others who see the review that the company cares enough about their customers to thank them for any kind words.

Maximising customer experience

One hurdle many businesses face is the dreaded three star review. Everything was fine, but nothing spectacular made their experience memorable, or good enough for an excellent review. Start considering overall improvement as one large snowball, and try reading some of our other articles to discover tips on how to improve customer service. One great tip which works across many industries is in improving the general ambiance of your business by keeping the air crisp and clean. For example, you can use Febreze air fresheners to leave a good light scent for up to 60 days*. This will allow your customers to get a good impression the moment they step into your establishment.

Accuracy of your online profile

When many businesses kick off, they invest in fantastic up-to-date websites with lots of ideas for the future. However, in time, technologies change, and having an out of date platform can create different expectations for the customer when they visit an establishment. Take the time to go over how your website advertises your business, and always be sure that any photos are up to date and accurate. feedback on app            

Ask customers for reviews

A technique many businesses use is to actually ask the customers for online reviews. Sometimes this is done by providing incentives: a review on a social network could be rewarded with a free drink, or the application of a small discount if customers review your hotel online just before checking out. Remember that honesty is the best policy in this scenario. Do not bribe or coerce your customers into leaving a positive review; encourage them to be as honest as possible. Even if they leave you a bad review, customer feedback allows you to work on something in your product or service and achieve better customer satisfaction in the future. NEVER purchase fake reviews from online companies.

The wonder of WiFi

If you are running a business such as a hotel or restaurant, remember that you have guests, not clients. This means you are providing them with an experience just as much you are providing them with a service. A fantastic approach to improve customer experience is to provide free internet connection (WiFi) to your guests. This can be kept exclusive by keeping a secret password, or by setting up a login platform for guests. By providing free WiFi, you will also increase the chances of guests reviewing your business or “checking in” which will promote your establishment for free in return. Now that you have read our tips on improving online ratings, it’s time to start searching and reviewing your online reputation! There are many good resources and courses that will equip you on better online reputation management so make sure to keep your eyes open, and get ready for those review site awards!

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