15 Smart Ways To Improve Your Company’s Online Reputation

In the modern world, a business’s online reputation is everything. While it takes consistent effort to build up a good online presence, it only takes a couple of negative reviews or an unfavorable press mention to tear it down.

Many companies have learned that they have little control over what is said about them on digital platforms, but by listening to customer feedback and addressing issues head-on, they can improve their standings if and when something does hurt their online reputation. That’s why we asked 15 members of Forbes Business Council what leaders can do to improve their company’s online reputation. Their insights are below.

1. Share Your Voice On Organic Outlets

Now, more than ever, it is critical to share your voice for others to get to know who you are and what you stand for. Customers can tell when you “sell” to them versus when you are just trying to help. Find organic outlets (blogs, forums, articles) to share what makes you special, help them with the subject matter you are an expert on and be authentic. Your reputation and reviews will follow. – Joshua Curlett, Sound Productions

2. Display Your Values

In an increasingly virtual world, customers are seeking ways to feel connected to the brands they support. During these uncertain times, leaders can share heartfelt, values-forward content that speaks to people’s needs. – Robert Krenza, BlackWolf Consultants Inc.

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3. Develop And Maintain Your Brand Identity

Be systematic in developing and maintaining a brand identity. Make sure that everyone on your team who is involved with the online business, including social media, understands the core values of your brand identity. Integrate that understanding in the customer experience, as well as in all social media. – Sanjyot Dunung, Atma Global

4. Get Help From A Branding Expert

By hiring an effective brand image consultant or brand reputation manager, a company may improve their online reputation. Effective search engine optimization is key in assisting website optimization and brand recognition. Diversification of the company’s online presence is also important as it aligns with leading social media networks, social media marketing and proven media listening trends. – Olivia Friedman, Institute of Higher Global Studies

5. Serve Your Customers Well

The first and most obvious step to improving your online reputation is to serve customers well. There is nothing more effective than a good product and good service that helps customers solve a business problem they are facing. Then, once you’ve provided a solution to an important business problem, ask your customers to champion the success they’ve had online. – Vatsal Shah, Litmus

6. Own Up To Mistakes

Acknowledge your mistakes publicly, even if you don’t think that you or your team are wrong. Don’t try to sweep anything under the rug. People may be temporarily outraged now, but in a digital age in which everything comes to light, being transparent and honest can be your best and only shot at repairing your online reputation. – Donald Williams, Williams Accounting & Consulting

7. Focus On Building Customer Loyalty

The one thing that leaders can do to improve their company’s online reputation is to create customer loyalty. Customer satisfaction is worthless, customer loyalty is priceless. When you have loyal customers, it shouts superior products and outstanding customer service. Loyal customers are your best walking talking advertisement. – Patrick Duong, Talent Evaluation Group

8. Don’t Forget Your Offline Reputation

Leaders who want to improve their company’s online reputations must also work on improving their offline reputation. The essence of this is to get testimonials from real and happy customers, and then bring it online. Reviews and endorsements are key variables the online community uses to judge the credibility of brands. – Samuel Ajiboyede, Zido Freight

9. Never Ignore Or Dismiss Feedback

Resist the temptation to dismiss the feedback. Whether it’s from employees, customers or partners, it’s better to monitor and respond. Do things you can take action on, and sometimes just acknowledging it can be an appropriate response. Look for trends. This is where powerful learnings can happen that might point to operational, service or leadership gaps or opportunities for improvement. – Jamie Jacobs, Gig Talent

10. Regularly Engage With Your Audience

One key to managing your reputation is regularly engaging with your audience. This can come in many forms, with social media being easy and cost-effective. Post often—not just to promote your brand, but to engage with your audience. Respond to their questions and thank them for their support. Most importantly, create a dialogue to build a level of trust between you and your target audience. – Allie Feakins, Compare.com

11. Respond To All Reviews

Respond to all online reviews, positive and negative. You can’t remove bad reviews, but you can look attentive as a company and try to make the situation right. Provide a direct email address for negative reviewers to take their concerns to your team rather than fueling a fire on the web. Thank positive reviewers for their feedback and let them know you’re listening. – Kim Kohatsu, Charles Ave Marketing

12. Listen Carefully To Your Customers

Whether online or offline, a good or a bad reputation rubs off in both worlds. In a digital world, the speed of response is critical to managing reputation. Leaders need to ensure they have their pulse on the customers, as well as media, partners, employees and other influencers so that they can respond with agility. Good listening online via the website or social media delights customers! – Seema Kalra, The Right Thing

13. Honor Your Audience’s Preferences

Focus on the company’s social footprint and keep revisiting the digital strategy, in particular the official website. Whether it is on social media or through email, understand and communicate with your audience based on their preferences. It is also equally important to maintain transparency as it builds trust and defines your goals better. – Manju Mohan, Ionixx Technologies Inc

14. Ask Others To Vouch For You

Having others vouch for you is essential, especially if you’re working in the digital space. If you can ask a client or partner to talk about their experience working with you—your work ethic, your expertise, your transparency, etc.—then others who come across your online presence are more likely to trust you and feel confident about what you say you’re offering. – Joe Gardner, VentureDevs

15. Be Transparent And Honest

For leaders to improve their company’s online reputation, constant transparency and honesty are key. Communicate with your company’s audience. Finally, ask for feedback and actually make changes accordingly. – Dawn Brown, MD, ADHD Wellness Center PLLC