Working in the digital world, I see on a daily basis how online reputation can make or break a brand. Given my work, I not only see how reputation can impact a brand but also how reviews and ratings benefit the consumer.
Personally, my husband and I research organizations before we choose to hand over our hard earned money to them. On the flip side, because of my work I see the impact reviews have had on the organizations I work for it takes a lot for either one of us to share a review especially a negative one. The ability to Google an organization and instantly see reviews for products and services is a major benefit to consumers. According to BrightLocal, "86% of consumers read reviews for local businesses." Consumers are not only reading reviews, but they are also looking at how organizations respond to reviews. Virtually every day I respond to a review at work. On a monthly and semi-annually basis I compile a detailed analysis by site, location, topic, historical baselines, competitor ratings, etc... There are so many things to take into consideration when it comes to reputation. Let's not forget how reviews also impact employee recruitment. It's not enough to hand over reputation analysis, organizations need to take the feedback and use it to build processes to develop a better customer experience. While reputation is something frequently discussed by organizations, Status Labs reported that, "58% of executives believe that online reputation management should be addressed, but only 15% actually do anything about it." In the world of marketing and business as a whole, today reputation should not only be front of mind but a strategy should be implemented to increase online ratings. If I am being honest reputation is one area of marketing that I am extremely passionate about. I'm thinking that online reputation and customer experience might be the focus of my next professional development endeavor.
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Tiff HolcombI love my life! I have an amazing family that I love more than anything and a job that I am passionate about. But sometimes I am just blown away by the craziness that happens on any given day. Archives
October 2020
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