Advertising
Advertising

Five Principles for Managing Your Store’s Online Reputation

Five Principles for Managing Your Store’s Online Reputation

Every business knows that managing its reputation is critical towards ensuring that customers become and stay interested. All businesses, and ecommerce businesses in particular, need to worry about protecting their online reputation given how many people will search their businesses to see whether they can be trusted.

Simply having a good product and quality customer service will go a long way to protect a store’s online reputation, but you cannot make everyone happy all the time. Here are a few ways in which you can protect your reputation by heading off complaints which some customers may have about your business.

  1. Look on the right websites.

There is more to protecting your online reputation than checking Yelp. Social media websites should have people talking about your business, and it is on you to manage it. Social media marketing is basically about protecting your reputation through the myriad websites out there.

Advertising

It is impossible for any business to have a strong presence in every social media site, so start by making a presence on the two or three which pertain the most to your business. You should already know which websites are the most relevant. If you don’t, this guide should help you get started.

  1. Understand content marketing.

Your business cannot just make a Twitter account, post a few tweets saying that your business is awesome, and call it a day. Content marketing is a marketing strategy which relies on putting out all sorts of relevant or interesting information to keep customers attracted. A blog where you talk about how your business works is an excellent example of content marketing. Content marketing is cheaper than traditional approaches but requires consistency and a fair amount of creativity in order to compete with all the other businesses on the Internet doing the same thing.

Content marketing could fill a book, but here is a short guide to help you get acquainted with the concept. By continually putting out content, you can cement your business’s reputation as an interesting place which helps people thus counteracting the complaints which others make about your business.

Advertising

  1. Look into professional services before things go wrong.

Online businesses have a bad habit of assuming that their online reputation is not a big deal, only to panic and overreact when negative reviews or online criticism hits. In fact, the act of hiring a PR firm after your reputation gets hit can make things even worse in the short term. Customers will get suspicious about whether critics’ accusations towards you may actually be true.

While hiring a professional online reputation management firm means additional expense, it is worth it when you consider the importance of your online reputation. Business News Daily has a good list of companies, but take care to do your own research. Pick a company which you can trust, avoid ones which employ shady “black hat” tricks, and do your research.

  1. Engage.

Dealing with online criticism is always challenging and you may be tempted to do nothing, hoping that the criticism just blows over, but what goes on the Internet stays on the Internet. A customer can search your website, find a negative review of your business on Yelp or Glassdoor written years ago, and decide to stay away if you have not done anything to counter that attack.

Advertising

Always try to respond promptly and professionally to any negative reviews you find. If you take a peek at PopularReviews, you’ll see a typical product review site where anyone can sign up and post an opinion about your company. This makes reputation management difficult. While many people lose their civility when sitting behind a computer screen, remember this: if you would not yell and insult customers who come into your stores with a baseless complaint, you should not do that towards those complaining online. Professional behavior may not soothe the person who wrote the complaint, but that professionalism will impress others who read your response.

  1. Do not forget your personal reputation.

We have all heard the stories about how businesses have had to fire employees who post inappropriate pictures of themselves on social media. The employees may gripe about being fired for something they did off-hours, but businesses do this to protect their reputation.

This applies to you as well. Google yourself and take some time to go through past posts on Facebook and Twitter and remove any pictures or posts which may be viewed as inappropriate. If you do employ a content marketing strategy for your business, devote some space to your biography and those of key employees. This will make you and your business appear more relatable while also removing problematic aspects which could harm your reputation.

Advertising

While the fight to protect your online business reputation is a never-ending struggle, always stay vigilant for threats from your past and present.

Featured photo credit: Chris Potter via flickr.com

More by this author

5 Focus Hacks To Meet Your Goals 5 Fixes For Common Sleep Issues All Couples Deal With 8 Signs You Have A Strong Personality That Might Scare Some People How to Achieve Quick Success at Work Even If You’re Lacking in Clear Direction You’ll No Longer Be Fooled by Skillful Liars If You Know This Concept

Trending in Communication

1 5 Real Relationship Goals You Should Actually Strive Toward 2 When You Learn A Second Language, These 7 Amazing Things Will Happen To You 3 15 Things To Stop Doing If You Want To Be Truly Happy 4 7 Ways To Have More Confident Body Language 5 How to Apologize When You Have Made a Mistake

Read Next

Advertising
Advertising
Advertising

Last Updated on January 15, 2021

7 Ways To Have More Confident Body Language

7 Ways To Have More Confident Body Language

The popular idiomatic saying that “actions speak louder than words” has been around for centuries, but even to this day, most people struggle with at least one area of nonverbal communication. Consequently, many of us aspire to have more confident body language but don’t have the knowledge and tools necessary to change what are largely unconscious behaviors.

Given that others’ perceptions of our competence and confidence are predominantly influenced by what we do with our faces and bodies, it’s important to develop greater self-awareness and consciously practice better posture, stance, eye contact, facial expressions, hand movements, and other aspects of body language.

Posture

First things first: how is your posture? Let’s start with a quick self-assessment of your body.

  • Are your shoulders slumped over or rolled back in an upright posture?
  • When you stand up, do you evenly distribute your weight or lean excessively to one side?
  • Does your natural stance place your feet relatively shoulder-width apart or are your feet and legs close together in a closed-off position?
  • When you sit, does your lower back protrude out in a slumped position or maintain a straight, spine-friendly posture in your seat?

All of these are important considerations to make when evaluating and improving your posture and stance, which will lead to more confident body language over time. If you routinely struggle with maintaining good posture, consider buying a posture trainer/corrector, consulting a chiropractor or physical therapist, stretching daily, and strengthening both your core and back muscles.

Facial Expressions

Are you prone to any of the following in personal or professional settings?

  • Bruxism (tight, clenched jaw or grinding teeth)
  • Frowning and/or furrowing brows
  • Avoiding direct eye contact and/or staring at the ground

If you answered “yes” to any of these, then let’s start by examining various ways in which you can project confident body language through your facial expressions.

Advertising

1. Understand How Others Perceive Your Facial Expressions

A December 2020 study by UC Berkeley and Google researchers utilized a deep neural network to analyze facial expressions in six million YouTube clips representing people from over 140 countries. The study found that, despite socio-cultural differences, people around the world tended to use about 70% of the same facial expressions in response to different emotional stimuli and situations.[1]

The study’s researchers also published a fascinating interactive map to demonstrate how their machine learning technology assessed various facial expressions and determined subtle differences in emotional responses.

This study highlights the social importance of facial expressions because whether or not we’re consciously aware of them—by gazing into a mirror or your screen on a video conferencing platform—how we present our faces to others can have tremendous impacts on their perceptions of us, our confidence, and our emotional states. This awareness is the essential first step towards

2. Relax Your Face

New research on bruxism and facial tension found the stresses and anxieties of Covid-19 lockdowns led to considerable increases in orofacial pain, jaw-clenching, and teeth grinding, particularly among women.[2]

The National Institute of Dental and Craniofacial Research estimates that more than 10 million Americans alone have temporomandibular joint dysfunction (TMJ syndrome), and facial tension can lead to other complications such as insomnia, wrinkles, dry skin, and dark, puffy bags under your eyes.[3])

To avoid these unpleasant outcomes, start practicing progressive muscle relaxation techniques and taking breaks more frequently throughout the day to moderate facial tension.[4] You should also try out some biofeedback techniques to enhance your awareness of involuntary bodily processes like facial tension and achieve more confident body language as a result.[5]

Advertising

3. Improve Your Eye Contact

Did you know there’s an entire subfield of kinesic communication research dedicated to eye movements and behaviors called oculesics?[6] It refers to various communication behaviors including direct eye contact, averting one’s gaze, pupil dilation/constriction, and even frequency of blinking. All of these qualities can shape how other people perceive you, which means that eye contact is yet another area of nonverbal body language that we should be more mindful of in social interactions.

The ideal type (direct/indirect) and duration of eye contact depends on a variety of factors, such as cultural setting, differences in power/authority/age between the parties involved, and communication context. Research has shown that differences in the effects of eye contact are particularly prominent when comparing East Asian and Western European/North American cultures.[7]

To improve your eye contact with others, strive to maintain consistent contact for at least 3 to 4 seconds at a time, consciously consider where you’re looking while listening to someone else, and practice eye contact as much as possible (as strange as this may seem in the beginning, it’s the best way to improve).

3. Smile More

There are many benefits to smiling and laughing, and when it comes to working on more confident body language, this is an area that should be fun, low-stakes, and relatively stress-free.

Smiling is associated with the “happiness chemical” dopamine and the mood-stabilizing hormone, serotonin. Many empirical studies have shown that smiling generally leads to positive outcomes for the person smiling, and further research has shown that smiling can influence listeners’ perceptions of our confidence and trustworthiness as well.

4. Hand Gestures

Similar to facial expressions and posture, what you do with your hands while speaking or listening in a conversation can significantly influence others’ perceptions of you in positive or negative ways.

Advertising

It’s undoubtedly challenging to consciously account for all of your nonverbal signals while simultaneously trying to stay engaged with the verbal part of the discussion, but putting in the effort to develop more bodily awareness now will make it much easier to unconsciously project more confident body language later on.

5. Enhance Your Handshake

In the article, “An Anthropology of the Handshake,” University of Copenhagen social anthropology professor Bjarke Oxlund assessed the future of handshaking in wake of the Covid-19 pandemic:[8]

“Handshakes not only vary in function and meaning but do so according to social context, situation and scale. . . a public discussion should ensue on the advantages and disadvantages of holding on to the tradition of shaking hands as the conventional gesture of greeting and leave-taking in a variety of circumstances.”

It’s too early to determine some of the ways in which Covid-19 has permanently changed our social norms and professional etiquette standards, but it’s reasonable to assume that handshaking may retain its importance in American society even after this pandemic. To practice more confident body language in the meantime, the video on the science of the perfect handshake below explains what you need to know.

6. Complement Your Verbals With Hand Gestures

As you know by now, confident communication involves so much more than simply smiling more or sounding like you know what you’re talking about. What you do with your hands can be particularly influential in how others perceive you, whether you’re fidgeting with an object, clenching your fists, hiding your hands in your pockets, or calmly gesturing to emphasize important points you’re discussing.

Social psychology researchers have found that “iconic gestures”—hand movements that appear to be meaningfully related to the speaker’s verbal content—can have profound impacts on listeners’ information retention. In other words, people are more likely to engage with you and remember more of what you said when you speak with complementary hand gestures instead of just your voice.[9]

Advertising

Further research on hand gestures has shown that even your choice of the left or right hand for gesturing can influence your ability to clearly convey information to listeners, which supports the notion that more confident body language is readily achievable through greater self-awareness and deliberate nonverbal actions.[10]

Final Takeaways

Developing better posture, enhancing your facial expressiveness, and practicing hand gestures can vastly improve your communication with other people. At first, it will be challenging to consciously practice nonverbal behaviors that many of us are accustomed to performing daily without thinking about them.

If you ever feel discouraged, however, remember that there’s no downside to consistently putting in just a little more time and effort to increase your bodily awareness. With the tips and strategies above, you’ll be well on your way to embracing more confident body language and amplifying others’ perceptions of you in no time.

More Tips on How to Develop a Confident Body Language

Featured photo credit: Maria Lupan via unsplash.com

Reference

Read Next