With these few facts in mind, it's easy to understand why it's so important to look after your online reputation and digital identity.
E-reputation is an essential way of finding out what your customers think of you.
If they're not satisfied, you'll lose customers. It's as simple as that.
On the other hand, you can improve your online reputation quite simply by listening to your customers' complaints (or praise) and responding to them both in a concrete way and by stifling potential negative online buzz.
But you still need the right analysis and the right tools to do the job. Collect all the current and historical reviews on social networks and professional directories.
Consumers are more likely to buy products or services when the reputation of a brand is better than that of a direct competitor in referencing Identical SEO.
Managing a good brand image online, erasing negative comments (or supplanting them) has become essential.
There are 3 types of E-Reputation online today. 2 of which are perfectly managed by Optimize 360.
These different online reputations are not necessarily peddled by the same review media, and are not collected and analysed in the same way.
Consumer reviews can be found both on product review sites and on company review sites (social networks, directories, OTAs).
Managing a company's reputation will therefore depend on the last 2 factors, depending on whether or not the company sells products online.
NB: we are not dealing here with the management of customer services linked to certain social networks, as is done by large companies such as Air France / La SNCF etc., which take over the community management of these same customer services on social networks, such as Twitter for example.
In such cases, this can even lead to crisis management and bad buzz.
These companies even go so far as to listen to the trends and verbatims of Internet users by tracking Hashtags (#).
With the advent of Web 2.0, managing your digital identity, brand image and reputation on the Internet has become essential.
What hotel, restaurant or business can still do without it, given the power of recommendations and/or the devastating effect that a murderous comment can have on the business or company that receives it.
It is even said that it is the digital reputation that has defeated many businesses, to such an extent that some are making the mistake of trying to correct it using techniques that are not recommended and are liable to penalties.
Absolutely avoid the pitfall of fake comments!
Fortunately, it is through quality, and not just quality at all levels, that we will be able to correct it, or even change it for the better.
If we start from the very real principle that it is above all dissatisfied Internet users and consumers who express themselves first... then the challenge is to get those who are satisfied to express themselves and who would not say so, or write about it spontaneously on the online media concerned.
It doesn't have to be the case that you have to turn things around and curb bad comments and negative content.
Optimize 360, E-Reputation Agency, gives you some of the keys to regaining a positive image, or at the very least, an image that is true to what it should be.
Obviously, if you look "by hand" and respond "by hand" to all the positive content, positive reviews, negative content, negative reviews of all the online media one after the other, you're heading straight for Burn Out...
All the more so if you also have to do Login / password - Login password ¨etc. to connect to all the online media...
If you multiply this process across all the social networks and directories, then you can do nothing else all day long.
If, on top of that, you manage several establishments or branches... it's simply impossible to do (well).
Fortunately Optimize 360 is equipped with the best E-Reputation tools on the market, and allows you to collect and analyse in one place all the comments and reviews from 100% social networks, directories and even OTAs (Booking, Expedia etc.) for the hotel industry.
In addition to being able to respond to negative opinions and comments in a centralised manner.
And above all to keep historical data for:
To do this, you absolutely need an aggregation and analysis tool, which we can provide.
For hotels, having a good digital reputation is almost even more important than for other businesses.
Even if the choice of a hotel is primarily based on location (geolocation) and price, the digital image and customer reviews come in 3rd place.
E-Reputation for hotels is a major challenge, because the review sites are not just social networks, but also OTAs (Booking, Expedia) or Meta Engines (Tripadvisor, Kayak, etc.) and they are much more numerous.
Having a positive digital image and good management of customer reviews is a major strategic issue for restaurants.
Notoriety on the Internet is certainly acquired through referencing and a presence on social networks, but when Internet users are deciding which restaurant to choose, E-Reputation will also play a major role.
Platforms such as Lafourchette (The Fork) will also have in-house reviews management.
The overall strategy will therefore have to take account of all the existing review media and directories
Managing negative information, false information and its global image has also become essential for shops, VSEs and SMEs.
Of course, it's essential to have valuable content, especially when creating websites, but managing customer reviews is also something that absolutely must be considered with a digital agency like Optimize 360, which can help you in this area.
Quality content is essential, but it is not enough.
An internet business with a street address, shops, branches and a head office geolocated by Google My Business and Google Maps will potentially have notes to manage left by its customers.
E-Reputation is now part of all good digital communication, and potentially even part of its digital communication strategy, with dedicated sites for companies such as GlassdoorThis can be a real point of differentiation for its customers, but also for large groups, for their Employer Brand.
A good reputation, a social presence with positive information relayed, satisfied customers who express this, all this can have a strong direct impact on business. That's why you need to choose communication agencies that are equipped with cutting-edge tools and automated analysis aggregators, so that you can make the best decisions to correct the situation or strengthen your positions.
Call on professionals equipped with these tools to support your online communication strategy and adopt the best strategy for managing online reviews.