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Managing online reviews

Posted on January 12, 2016 by admin

Online reviews are important to business and need to be managed appropriately as they can influence the purchasing behaviour of customers and your overall reputation.

Online reviews provide information about your business’s products and services based on the opinions of customers. One of the first steps in managing online reviews is monitoring where they appear. Reviews can be found on a business’s own website, social media, blogs or third party review sites. Managing your online presence helps to monitor customer satisfaction and provides leverage from criticisms to improve your business.

Responding to feedback
To successfully manage online reviews, both positive and negative feedback should be constructively responded to. It is a good idea to allocate a staff member to handle online reviews. Responding to positive feedback shows your appreciation which helps to foster a relationship with your customer. On the other hand, negative feedback should not be ignored, instead it can be turned into an opportunity to show your concern and rectify the problem.

Identifying fake reviews
Fake or misleading reviews pose a concern for business owners but there are ways to identify and combat reviews that are not genuine. It can be challenging to distinguish between fake and genuine reviews; however there are some characteristics to look out for:

Avoid misleading reviews for your business
To ensure your business’ reviews are not misleading they must not be written by the reviewed business, someone who has been paid write the review but has not used the product or by someone who has used the product but written an inflated review to receive a monetary or non-monetary benefit.

A review may be deemed as misleading if you encourage family and friends to write reviews without asserting their personal connection to the business or request others to write reviews about your business or a competitor if they haven’t experienced the product or service. Businesses should also be wary if considering offering incentives to those that write positive reviews for their business as it may be considered misleading.

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Things to consider before rebranding your business

Posted on February 13, 2020 by admin

Rebranding your business can seem like a daunting task, as it can involve a range of arduous tasks such as changing designs, updating clients, retraining staff and changing your marketing strategies.

However, rebranding can be an option for many businesses if:

To make the task of rebranding seem less daunting, consider these tips before starting to help you in your process.

Evaluate your need for rebranding
Make sure that the reason for your rebranding is valid and don’t act on impulse decisions. Rebranding can take a lot of time and resources and can often decrease your business if not done successfully, so it is important that you evaluate if rebranding is right for your business and outline the reasons why. It can be helpful to talk to staff about it to get ideas from people who are also invested in the success of your business.

Plan a budget
Before you rush into rebranding your business, make sure you have the funds to do so. Research and estimate how many resources will go into different areas of rebranding, e.g. marketing, website design, training staff etc. and outline a budget that can help you manage your finances through the process.

Have a strategy
Before you start rebranding, plan out a strategy that will guide you in the process and can increase the chances of success. This will help the process run more smoothly and prevent unexpected challenges that could detriment your business.

Solidify your mission and values
Having a clear understanding of the mission and values you want your business to have going forward can help you make important branding decisions and help build the foundation for your new brand. Having you and your staff on the same page with the business mission and values can improve efficiency and motivation when working on the rebrand.

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