For the trucking/commercial fleet sector, online reputation management (ORM), is the process of influencing and shaping the sentiment of a company online by utilizing digital mediums. There are several approaches to accomplishing this. Key strategies include:
- Responding to Reviews: Customers often cite customer service when they say they feel valued. Responding to positive and negative online reviews in person helps show that a business cares about customer satisfaction.
- Content Creation: Compelling everything from blog posts to press releases, Tweets, and Facebook posts that emphasize your fleet’s strengths and achievements.
- Search Engine Optimization (SEO): Working to ‘sanitize’ search results so that favorable content shows up at the top of the page and negative stories are buried.
- Crisis Management: Having the materials and a plan to do damage control efficiently and expedient should a crisis arise.
A fleet of trucks has a lot to lose if they don’t monitor their online reputation. People are more likely to trust and do business with your fleet management company if you have a positive internet presence, good reviews, and an active, engaged social media presence. On the other hand, unmonitored social media setups or simply having negative reviews could drive away business. With good ORM, your fleet management company will look good whenever it shows up online and customers are more likely to do business with you, which in turn improves your market presence.
Frequently Asked Questions (FAQs)
What is online reputation management for trucking fleets?
Online reputation management for the trucking fleet industry is centered around maintaining the online perception of a fleet company through monitoring (or pretending to monitor) reviews, social media presence, and search engine results.
Why is online reputation management important for fleet management companies?
Important because the more positive amounts will add up to the positive reputation of the company, as more customers show confidence in clicking on a website (gaining new clients and retaining the existing ones) and reducing the threat of negative review impacts.
How can a trucking fleet improve its online reputation?
By staying on top of what is being said about your business online, carefully responding to customer reviews, publishing quality content, optimizing your SEO and any ads, and having a crisis response plan to deal with negative publicity quickly.
What tools are available for managing online reputation in the trucking industry?
A sprinkling of Google Alerts for mentions, a dash of free tools such as Hootsuite and Tweet Deck for social-media management, and a pinch of the uploaded review-handling tools Yelp or your Google My Business platform should be added.
Related Keywords
CRM software solutions, customer interaction management, customer service consulting, call center management software
