Imagine this. A potential customer searches for your small business online, but they are met with outdated contact details, mixed reviews or worse, no reviews at all. Within moments, they have moved on to a competitor. Managing your online reputation is about seizing every opportunity to build trust, credibility and a loyal customer base. Here are my top five strategies every small business owner should use to keep their reputation shining.
1. Claim and update your online listings
Consistency is key. Your small business information must be accurate across all platforms, including Google My Business, social media, and industry-specific directories. Inconsistent or outdated listings can confuse potential customers, damage your credibility, and negatively impact your search engine rankings. Regularly updating your small business name, address, phone number and other critical details ensures that customers can easily find and trust your small business.
When you take control of your online listings, you are creating opportunities which add value to your small business. Every accurate detail acts like a breadcrumb that leads customers directly to your door. Never underestimate the power of being easy to find.
2. Encourage and manage customer reviews
Positive reviews are invaluable for establishing trust and attracting new customers. Actively encourage satisfied customers to leave reviews and make it easy for them to do so. When a negative review does appear, respond promptly and professionally, demonstrating that you value feedback and are committed to improving. This approach not only helps resolve customer issues but also shows potential clients that your small business cares.
Every review, positive or negative, is a chance to showcase your small business’s values. How you respond tells customers who you are. Think of reviews as conversations; they allow you to engage directly with your audience, fostering a stronger sense of trust and loyalty.
3. Monitor your online reputation regularly
Staying on top of what is being said about your small business online allows you to respond quickly to any inaccuracies or complaints. Set up alerts for mentions of your small business and frequently check platforms like Google Reviews, Facebook and Yelp.
Waiting too long to address an issue online is like leaving your shopfront window cracked. Proactive monitoring is your first line of defence in maintaining a good reputation.
4. Optimise your website and listings for local search
Search Engine Optimisation (SEO) is a game-changer for small businesses. Ensure your website and online listings are optimised with relevant keywords, accurate location details and customer-focused content. This boosts your visibility in local search results, helping your small business stand out to nearby customers who are ready to buy.
SEO is the new high street visibility. If your small business is not showing up in searches engines, it’s like locking your doors to potential customers who are actively looking to engage.
5. Consistently create engaging content
SEO shouldn’t be the only motivator for content creation; it’s a powerful tool for managing your reputation. Regularly update your blog, social media channel, and other platforms with valuable content that showcases your expertise and connects with your audience. Engaging content not only attracts traffic but also helps establish your small business as a trusted voice in your industry.
Content is your opportunity to lead the conversation about your small business. When you share insights, solutions, and stories, you not only boost engagement but also create a narrative that draws customers in and sets you apart from competitors.
Managing your online reputation isn’t a set-and-forget task; it’s a process that requires consistency, attention and adaptability. Taking control of your digital presence can be the difference between attracting loyal customers and losing them to competitors. Remember, every review, listing and piece of content is an opportunity to shape how your small business is perceived. By embracing these strategies, you are not only maintaining a reputation, but you are also building a legacy of trust and excellence that will set your small business apart for years to come.
By Greg Nicolle, Head of Small Business Success, Thryv