Tips To Manage Your Online Reputation
Understanding your company’s online reputation will highly prevent from damaging your business. Here are some tips.
1. Respond to Bad Reviews
The Young Entrepreneur’s Council has come up with 17 ways to deal with unhappy consumers. These include:
- Make sure you fully understand the problem before responding
Find the median between what they need and what your business needs
- Have your customer service people be an ally of the customer, not an opponent
- Use dissatisfied customers to find out how you can improve your product or service
- Agree with the customer as much as possible, and avoid negative words and phrases
- Always call back a predetermined percentage of disgruntled customers to find out if their problems were fixed or not
- Always make sure the customer is asked the most important question — “What do you want me to do for you?”
2. Repair Your Brand Name
Keeping your brand name and online reputation completely spotless can be challenging if your business has had a checkered past. Fortunately, as we have shown, there are many ways to manage and monitor your brand online. In the case where you do happen to come across something that is less than favorable for your company, immediate action needs to be taken so your company and brand do not suffer from the wrong kind of publicity. Before action can be taken and you get worried, it is important that you understand what can and cannot be done.
Vinny La Barbera
I’ve been working in online marketing since 2000 and have helped thousands of companies improve their online presence and grow their business
3. Protect Individuals Associated With The Business
Develop a strong social media presence for your founders’, owners’, or executives’ names, particularly if they are distinctive. As I described above, keeping a low online profile to preserve your privacy just leaves you wide open for any drive-by defamers!
There are quite a few businesses where the company’s identity is fairly entangled with their executives, and a solid reputation management strategy is vital for these. Consumers often search by name for doctors, dentists, and lawyers (to name a few), so create collateral to rank for these individuals if they don’t already have any.
Chris Silver Smith
Chris Smith is President of Argent Media, and serves on advisory boards for Universal Business Listing and FindLaw.
4. Should I really care what people say about my company on review sites?
“Word-of-review is now more powerful than word-of-mouth,” Fertik says, so it’s critical to analyze and understand what people are saying about your company on review sites that are relevant to your specific line of business.
For example, if you own a hotel, you’ll want to search for reviews and ratings of your establishment on sites like TripAdvisor and Hotels.com. If people are complaining on these types of sites about the cleanliness of your rooms, view it as an opportunity to swiftly respond with appropriate, corrective action and to update your brand’s own website messaging to reflect your improved housekeeping standards, suggests Fertik.
Kim Lachange Shandrow
Senior Writer. Frequently covers cryptocurrency, future tech, social media, startups, gadgets and apps.
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