Nobody wants to read negative information about their company online. And even more importantly than that, no one wants their customers finding negative information about their company or its employees. But negative info does find its way onto the Internet from time to time, and without reputation management in place this negativity could end up being the downfall of your brand.
That may seem like a dire threat. That may seem like we are trying to scare you. But understand how important your reputation truly is. We’d like to show you by sharing five reasons why properly managing your reputation can save your online brand.
Let’s take a look…
1. Consumer activity is being monitored 24/7/365 – when proper reputation management is in place, your customer’s online activity is being monitored all the time. If something negative finds its way into the World Wide Web, you can do what it takes to minimize the damage before it spirals too far out of control. Continuous monitoring is a true necessity in today’s online business arena.
2. Properly addressing online complaints – without knowing who or where complaints are being made, it will be impossible to address these complaints and put a stop to the negativity. By monitoring all of the activity in relation to your business, you’ll have the opportunity to address complaints immediately. This will paint your company in a positive light and show the world that you really do care.
3. Become proactive instead of reactive – ultimately, your customers might have a difficult time finding negative information unless it’s on the first page of Google or other search engines. You can proactively rank positive content about your company. This will guarantee that the first and second pages of the Google results only have glowing information, powerful recommendations and testimonials touting the excellence of your business.
4. Work closely with your reputation management team – by aligning your forces with a reputation management team, your customer service representatives will be able to work with this group to put out any fires before they spread.
5. Ask for follow-up corrections – when someone posts negativity about your business, you’ll know it and be able to address it quickly. If you can fix the problem with the unhappy customer and turn the negative to a positive, you can then ask them to post a follow-up. Ask them to speak about how your company took care of the problem and made the customer happy at the same time.
Reputation management is important. Look over the five reasons mentioned today until it finally sinks in.