Your reputation precedes you. This statement has repeated throughout history, yet it has never been more relevant. This week’s “And I Quote” guest, Katy Kelly, Marketing Director at Talage, guides us through the sometimes rocky landscape of online reviews and review sites, and offers pointed advice about actively managing your online reputation.
“What shows up when someone searches for you on Google or Bing or Yahoo? People read reviews. They know something about you even before you know they’re looking at you,” Katy said. If there’s not much to find, many move on.
Increasingly, satisfied customers are willing to leave a positive review—though still less than 15 percent do. Conversely, unhappy customers are highly likely to leave negative reviews—upwards of 70 percent.
So what do you do when a customer leaves a review about you or your agency? Katy outlines several best practices for managing both negative and positive reviews.
“You can’t change, edit, or delete anything on a review site. But you can respond—and how you respond is often more important than the review itself,” she said.
The ‘how’ changes, depending on the situation that prompts the review. Listen in as Katy offers numerous examples of what to do and what not to do, including responding to technical issues, misinformation, even security breaches.
“Face reviews head on,” Katy said. “They can tell you a lot about what you’re doing right and where you can improve.”
Did you know?
Independent agencies affiliated with Coterie Insurance are registering for CAMP (Coterie Agency Marketing Program) Platinum now through May 31, 2022. CAMP provides agents the tools, resources, programs, and training needed to not just monitor, but leverage the opportunity in having a robust digital presence—and manage it with ease.
CAMP is yet another way Coterie lives its commitment to make life easy for our agent partners. If you’re not affiliated with Coterie yet, change that today!