A customer’s journey comprises several steps before a purchase is made. To create a reliable online reputation, the company should possess authority, credibility, and trustworthiness. It is vital to understand that a customer journey with a company can be viewed in a life cycle or funnel that includes the following phases in a process: awareness, consideration, purchase, service, and loyalty.
Let’s delve further to know more about each funnel step:
1. Awareness
Being aware that your business exists is the first step of the customer journey. When an online business has a good reputation, it will be easier to impress people and engage them to learn more about the product or service.
For example, if you are a renowned and well-respected lawyer, your name will appear in auto-generated searches and business listings. A solid online reputation can also generate positive information and third-party articles giving further explanation of who you are.
To improve your online reputation, especially in its early stage, it is recommended to focus on the following factors:
- Your website
Ensure that your website is user-friendly, updated, and contains all the necessary information your customers might be interested to know. Include testimonials, reviews, contact details, and complete information about products and services.
- Google My Business
Your GMB listing is one of the first results that will appear when someone searches your business on the Google search engine. Make sure to set it up properly and optimize it with complete information.
- Featured Snippets
Adding your content into Google’s Featured snippets is an effective way to improve online visibility, allowing it to appear on top search results.
- Social Media
Make sure to optimize your social media accounts. Be active and responsive on social media. This will help improve your social media presence and create trust with your customers.
- Ads
Avoid putting spammy ads on your website, as well as using click-bait headlines.
- Blog Posts and Content
Ensure that your blog posts and articles are well-written, infused with proper keywords, and relevant to the target readers.
2. Consideration
When customers start engaging with your website, they start to consider buying a product. Most people check an average of 10 reviews before trust is built and a purchase is made.
Some of the things that help build trust and encourage them to consider you are testimonials, online review sites, free trials, product videos, case studies, demos, and emails.
3. Purchase
At this stage, customers might already be highly interested in what you offer; however, they still want proof that they’re putting their money on a great buy.
To improve your reputation during this phase, make sure to update security protocols (https) and secure payment options.
4. Service
This phase of the funnel is important to prove your credibility. This is where the support is shown even after a sale.
To establish a stronger relationship with the customers, you need to reach out to them and ensure they are getting the most of what they have purchased. To do that, the following tips will be helpful:
- Providing reliable customer service support
- Keeping your promises to promote customer satisfaction
- Ensuring a great product experience, aiming to make it even better
5. Loyalty/Advocacy
This stage is where you impress your customers and show them more of what you can offer. Did they acquire the product or service they need? Do they want to buy again from you? Are they recommending your products or services to other people using online forums, social media, and review sites?
Conclusion
Establishing a strong online reputation is essential for every business. This can be achieved by understanding the phases of a customer’s journey. Online businesses cannot function effectively with a poor online reputation; thus, consulting a team of experts could be very helpful.
If you’re still searching for the best online reputation management services for business, consult with us at Internet Zone I. Our company is well-rounded in mitigation and review monitoring of brand controversies to ensure that you keep yourself credible and trustworthy. Get in touch with us today!