In our world today, we cannot understate the importance of online reputation management for businesses coupled with the importance attached with online audience satisfaction. Many businesses have discovered that negative reviews can have negative effects on revenue. A French blogger, Caroline Doudet payed a restaurant €1,500 for damages after posting a critical review on her blog. This is to show how intense this is, even the courts are beginning to acknowledge the seriousness of online reputational damage.
“A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well”-Jeff Bezos.
1. THE ONLINE REPUTATION MANAGEMENT FOR BUSINESSES BUILD UP –
The best way to build a concrete online reputation is to solicit a large number of positive reviews. Sadly, there are no available shortcuts, only satisfied customers would post good reviews, so you must strive to be at your best.
Frustrated customers usually write Negative reviews which are often unsolicited. Businesses owners must ask customers for their comments, you can do this effectively via the following ways:
i. Set up a computer or tablet at your business specifically for people to post their comments
Best businesses with the best services get to receive negative comments. But you can have a positive effect on your online reputation by responding in a fair, polite, and apologetic manner. A negative review of your business can feel like an attack, making it difficult to respond calmly and objectively, but then as the old saying goes “two wrongs cannot make a right”.
Never respond immediately to bad news. Physically move away from the computer if necessary. It is tempting to send a fiery response in the heat of the moment which could have a negative impact on your business especially if it escalates.
Generally speaking, you need to respond to every negative comment you receive
3. MONITORING BRAND MENTIONS –
Too often, companies don’t realize online reputation has been damaged until they start to suffer a drop in revenue. Monitoring your own online brand mentions is absolutely essential. Fortunately, there are a number of tools available to help you keep track. The most popular one appears to be Google Alert, others include social mentions, topsy, and tweet alarms. Each service will scan the internet for your chosen keywords, highlighting any new comments or reviews about your business.
Note – All complaints should be tackled with the same strategy whether made online or in person. Never stop been polite and courteous. If you notice a wave of burning anger in you, take a break from the situation and never be intimidated or feel less of yourself.
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