The online reputation of your business is just as important, if not more so than the one you have in real life. The effects on a company’s strategy and bottom line are significant when their digital image goes downhill.
Online reputation management is a complex process that involves tools and strategies. This blog post will cover some of the most common techniques used in online reputation management. Read more in detail here: tools and strategies of online reputation management.
“A company’s brand is similar to a person’s reputation. You build a reputation by attempting to perform difficult tasks effectively.” —Amazon CEO Jeff Bezos
The significance of managing one’s internet reputation cannot be overstated. Customers may now submit their opinions and complaints online more easily than ever before thanks to sites like TripAdvisor. Negative reviews may also have a catastrophic impact on sales, as many companies have found.
The severity of internet reputation harm is now being recognized by the courts. After publishing a negative review on her blog in July, French blogger Caroline Doudet was compelled to pay a restaurant €1,500 in penalties.
Making a Name for Yourself
Obtaining a big number of favorable evaluations is the greatest approach to establish a strong internet reputation. Unfortunately, no shortcuts exist, as any company owner can tell you. Only happy clients provide positive evaluations, therefore you must try to offer exceptional service.
This, however, is just the first step. Negative reviews are almost always uninvited and posted by consumers who wish to air their grievances. Few individuals, on the other hand, will feel obliged to write a favorable review unless they are encouraged to do so.
Customers must be asked for feedback by business owners. There are many efficient methods to accomplish this:
- Customers are less inclined to write a review the longer it has been since their visit. Set up a computer or tablet at your place of business especially for customers to leave comments.
- Companies who gather email addresses from customers have an edge. A hotel owner, for example, might send an email to guests after their stay, respectfully requesting a review.
- At the time of sale, ask your consumers for a review. You might include a polite reminder on the receipt or provide the customer a separate card with the necessary information. Many companies provide a modest reward in exchange for a review.
- Request feedback from your social media followers. You’re basically asking for a personal favor, so be kind.
Criticism and Reaction
Even the most successful companies may get unfavorable feedback. You may, however, have a positive impact on your internet reputation by reacting in a fair, courteous, and contrite way.
TripAdvisor reviews are notorious for being harsh. The following are extracts from a review of a modest Indian eatery:
“… the Chicken Tikka… was so undercooked that it was inedible. We brought it home and recooked it, but even then, the quality was obviously inferior… In London, I like the…Tamarind or Gaylord.”
The proprietor of the eatery decided to react with the following ill-advised remarks:
“Two wrongs don’t make a right,” as the adage goes. A bad review of your company, on the other hand, may seem personal, making it difficult to react calmly and rationally.
Never reply to a negative review right away. Remove yourself from the computer if required. It’s tempting to respond angrily in the heat of the moment. However, this may harm your company’s image, especially if the issue worsens.
A good answer should be succinct and courteous, and it should include the following points:
- Thank you for coming to your company, and please accept my heartfelt apologies for their negative experience.
- Each of their concerns received an immediate answer. These should be kind and honest; if you believe the comments are unwarranted, politely express your dissatisfaction.
- There’s a reason behind the bad service. But don’t take this as a chance to justify yourself.
- With your compliments, an invitation to return.
You should, in general, react to every unfavorable remark you get. If you think you’re being trolled, though, don’t respond. You may submit an unfavorable review on TripAdvisor if you believe it was written about you.
Keeping an eye on brand mentions
All too frequently, businesses don’t realize they’ve harmed their internet image until they’ve lost money. Negative reviews won’t simply appear in your inbox—critical it’s to keep track of your own online brand references.
Fortunately, there are a variety of tools available to assist you in staying organized. Google Alerts is perhaps the most popular, but other options include Social Mention, Topsy, and Tweet Alarm. Each service will search the internet for the keywords you choose, emphasizing any fresh comments or reviews about your company.
In general, all complaints, whether submitted online or in person, should be handled the same manner. Maintain a respectful and polite demeanor, take a step back if you feel yourself becoming enraged, and never bury your head in the sand. The greatest approach to manage your online reputation, just like in the real world, is to offer good service.
How do you handle your company’s internet reputation? Do you utilize any of the above-mentioned tools, or do you have another recommendation for other business owners? Let us know in the comments section below!
Your business’s online reputation is vital to your success. It’s imperative that you have a strategy in place to manage your business’s online reputation, especially if it was built on the back of a strong offline presence. Reference: reputation management strategy.
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