MARKETING

GROWTH BLUEPRINT No. 0055

How To Improve Your Online Reputation

Start building a fantastic online reputation with excellent online reviews.

96% of people research businesses online before buying from them;
having a poor Online Reputation will cost you customers and money.

However, Online Reputation is a double edged sword and provides big opportunities too. If you get it right and build a good reputation, potential new customers will trust you and choose your business over a competitor.

In the modern era, managing your Online Reputation is key, and The One Question platform is the most effective, and easiest, way to do it.

Dot

Step 1

Ask your customers The One Question

Your customers will answer The One Question: “How do you feel?” by clicking on one of five emoji faces that resemble their feeling. Once they’ve clicked on a face, they’ll be prompted to “Tell us more…” to find out why they feel the way they do.

By keeping the survey simple, you will get up to 20x the responses of other feedback surveys.

Dot

Step 2

These are your customers who are not Actively Happy

All of these customers have varying issues with their experience, ranging from little niggles to big problems.

Actively Unhappy customers are the ones who are most unhappy and likely to be telling the world about their poor experience, whereas you may be able to earn another chance with your Unhappy and Neutral customers.

Happy customers are good, however there is still a reason they aren’t Actively Happy.

Dot

Step 3

Respond within 24 hours to prevent a negative review

Act swiftly to reply to these customers before they go online and tell the world. This should be done as soon as possible, but definitely within 24 hours.

Ensure you prioritise responding to your Actively Unhappy customers first, as they are your biggest danger.

Dot

Step 4

Acknowledge how they feel and their reasons why

Using The One Question, you can easily enter into direct conversations with your customers from their feedback.

Show you have listened to their feedback and understand their perspective. Then offer an apology where required and explain how you have taken their points onboard for the future.

Not only are the customers telling you how they feel, they’re also helping you improve.

Dot

Step 5

Build rapport through conversation

Generally customers want to be heard, and it’s better that they tell you how they feel, than tell their friends, family and the world.

By talking through their feedback, and building a rapport with the customer, you will likely avoid a negative review and maybe earn another chance to impress them.

Dot

Step 6

These are your Actively Happy customers who had a fantastic experience

They enjoyed their experience with you and are the customers who are most likely to sing your praises and recommend you.

Dot

Step 7

Say thank you for their thank you

Firstly, this will make you stand out compared to your competitors because it is very rare that customers are thanked after giving feedback to a business.

This is an important first step as it is polite, natural behaviour.

Dot

Step 8

Build rapport through conversation

Use your “thank you” message to start the conversation and help you build rapport with those customers.

Dot

Step 9

Ask them to leave an online review

Once you’ve built a rapport with that customer, then ask them to leave you an honest online review.

Ask customers to go into detail and include pictures if possible to enhance the impact of your reviews and increase your chance of attracting new customers.

Want to accelerate your business growth with some expert advice?


Book a discovery call with a Growth Blueprint Expert

TRENDING GROWTH BLUEPRINTS


Popular among MARKETING

Growth Blueprint - How To Get Your Team To Perform Better With The Customer Happiness Score®

No. 0004


How To Get Your Team To Perform Better With The Customer Happiness Score®

VIEW BLUEPRINT
Growth Blueprint - How To Build A Great Online Reputation On Glassdoor

No. 0050


How To Build A Great Online Reputation On Glassdoor

VIEW BLUEPRINT
Growth Blueprint - How To Lose Less Customers Using Passive Feedback

No. 0080


How To Lose Less Customers Using Passive Feedback

VIEW BLUEPRINT