These days, almost everyone uses the internet to investigate businesses or individuals that they will be doing business with, and your MSP company will often be the subject of these searches. In order to be successful, you will have to make sure that your online reputation is as good as it could be so that you can attract new business. Maintaining a good reputation has two distinct areas of involvement, and to make sure your business will not suffer, both avenues have to be explored.
Monitoring Reviews and Social Media
Whether you like it or not, customers will be leaving reviews for your MSP company somewhere on the internet. You can regulate it to a certain extent by creating your own social media accounts on sites such as Twitter, Facebook, Google, and others. People will find a way to leave reviews regardless, so you might as well find a way to be notified of them so that you can find out how you are being perceived.
You can search your company name yourself to see if you can find where people are talking about you. Setting up a Google Alert for your business name will do this automatically so you can find out more than simply tracking the most common social media outlets.
It is important to engage with your audience by proactively asking for reviews, engaging with your customers on social media, and responding to both positive and negative comments about your company. Whilst it can be tempting to enter into a slanging match with any outrageously negative reviews, it is a much better policy to answer truthfully and try to sort out any valid issues. The outrageous reviews may be left by a competitor, in which case it is perfectly fine to simply reply that the customer transaction cannot be found. However, if you are seen to be trying to solve the problems of a real customer, this will work in your favour.
Creating Consistent Branding and Marketing Techniques
Every time you publicise your business, whether that is through branding or marketing, you should endeavour to always have a consistent and positive message. Sometimes, companies can be inadvertently inappropriate or insensitive with ad campaigns, which can be dreadful for the reputation of a business. The old adage “all publicity is good publicity” doesn’t necessarily work in today’s world. Instead, you should have great customer service and a convincing marketing message that will draw people in. Having exceptional quality products and services is not always enough; customer satisfaction is also important, and this can be achieved by always valuing your customers.
Keeping the reputation of your MSP company secure and positive should be an everyday task. Any marketing and branding has to be consistent, and your customer service must be exemplary. If you can also keep an eye on reviews and social media comments, there should be no reason why your reputation should be a problem for you.