Online Reputation Management for Moving and Relocation Companys
Reputation Management is more important today than it has ever been, especially for Moving and Relocation companies. According to the 2014 Edelman Trust Barometer study, 65% of internet users view online search as the most trustworthy source that helps build a company’s reputation. Through calculated reputation management, a relocation company can gain a significant competitive edge over any competitor.
Why Are Review So Important for This Vertical?
Trust plays an integral role in any given moving company. When a potential client is in the lookout for a the services of moving company they’re typically entrusting their most valuable possessions with that company. Value on our possessions is not only financial, it can be sentimental too.
Moving can also be an extremely stressful too. Hence why it’s important that a moving company makes the whole moving experience as stress-free and seamlessly as possible. With this in mind, it’s no wonder that a company needs positive online reviews.
There is just no better way to build trustworthiness, than through a collection of positive 3rd party online reviews. Online reviews allow potential customers to assess the views of a diverse range of (generally) unbiased people who have been services by your company.
What Is Online Reputation Management?
Online reputation management involves proactively influencing the way that your moving company is viewed online. This may include encouraging positive reviews of your company on review sites like Google+ or Yelp. It may mean responding to poor reviews to offer a more balanced viewpoint and limit the damage. It may also include “owning” the first page of the search results for your brand name.
How to Manage Your Online Reputation
There are a number of steps that you can take in order to manage your online reputation. These include creating a framework for acquiring online reviews. You may train your employees on a standard procedure for leaving an online review and encouraging them to request happy customers to leave those reviews.
The best way to mitigate negative reviews is to ensure that problems are dealt with before they reach the online review stage. Speediness in dealing with a problem is key.
Adding a complaint form on your website is key, then you’re moving the angry customer from the public domain to the private, so his or her anger is not exposed. Just be sure to name the box something in the lines of “Your Comments are Valuable.”
This reduces the likelihood that unhappy customers will vent on third party review websites.
If a customer does leave a negative review on one of these sites make sure you leave a response as soon as possible. Apologize for their experience, address their problem and explain how you will remedy it. This will at least show potential customers that you are proactive in dealing with complaints. If a customer offers suggestions for improvement, thank them for their suggestion and explain what steps you will be taking to see these integrated into your business.
Online Reputation as a USP
Online reputation management should not be viewed only as a defensive action. A great online reputation can also be an extremely valuable Unique Selling Point. Having a great online reputation allows you to differentiate yourself from your competitors.
Your sales teams can use this in their sales pitch when prospecting new leads, numbers always speak well of company.