Reputation management plays an important role in the current environment of digital presence for almost every business, but companies who work in retail and hospitality tend to be more influenced by their reputation. If we take restaurants for example, then it’s very surprising when they don’t appear on TripAdvisor or any other restaurants reviews at all. We cannot stress the importance of being present in such communities/websites enough. It allows for some level of transparency which allows your customers and clients to know what level of service to expect.

Every client’s review has to be taken into account, whether it’s good or bad and you should always let your customer know that you’ve heard them and that you plan to take action in response to their review (if negative). The same goes for all comments on social media and in Google Business reviews. In the era where artificial intelligence is growing very quickly and all voice search services on our iPhones or Android phones receive information directly from Google, means that anyone can find reviews, ratings and information about your company by doing very little. In order to be successful, maintaining a good reputation is paramount.

Most consumers go through three stages: awareness, consideration and, finally, decision. Additionally, the latest research shows that more than 65% of decisions are influenced by reviews or comments on social media. Here at YOLKA, we deal with three various steps of reputation management for any company which is present online: repair, improve or protect.