If you don’t, you should because what is said online by others can have a serious impact on your online brand reputation. A few negative comments can go a long way in shaping your online reputation managementfor the worse.Likewise the right positive attention can build your reputation for the better. Business owners know this when dealing with their offline reputation but somehow neglect to consider it online.
Business can be competitive no matter what industry you are in. Online, that competition can get fierce, because even though you are tapping into a much larger potential customer base than you reach offline, there’s also a lot more brand reputation management that needs to take place. So much information is shared online making it easier for your positive message to reach customers but it makes it just as easy for negative information to reach your customer base.
It happens to every business at some time; an unhappy customer or even a vicious competitor says something disparaging about your company and spreads the word. It’s not good when it happens in the offline business world and it’s potentially devastating when it happens online. Hopefully that hasn’t happened to your business. Whether you’ve been faced with that dilemma or not doesn’t change the fact that it’s a good idea to be prepared for that scenario.
In today’s world it’s particularly important because the internet makes it easy for a bad review or complaint to spread like wildfire. There are numerous forums and blog sites devoted to customers who want to share their complaints about companies. Social media networks also make it easy to spread the word. In the internet space when a message spreads quickly to a mass audience, it’s called becoming “viral” and having your message spread virally can be a good thing. Obviously having the wrong message spread that way can be incredibly damaging really fast.
What’s more, no business is immune. Any company that has been in business for a period of time will come across an unhappy customer at some point. Offline, it’s easy to know if you have an unhappy customer and therefore fairly easy to rectify. Online it can go unnoticed and that can be potentially devastating to your online reputation.
It happens this way: Someone has a bad experience, maybe a misunderstanding, let’s say. Had the right people in your company heard about it, it would’ve been quickly resolved, the customer made happy and your reputation intact. Instead, this customer posts their unsatisfactory experience on an online forum where other customers exchange their own unfortunate experiences they’ve had with other companies. Now there is your company slandered just like the others for all to see and you don’t even know it.
Or maybe this client simply posts their experience on one of the many social networking sites like Twitter. From there their friends spread the word. Your reputation is now tarnished. Had you seen that post somewhere you or your customer service team could’ve addressed it with the customer and still resolved the issue.
Here’s another scenario, your competition starts making false claims about your business, they have a strong online influence yet you are barely a blip on the radar. How would you know about the false claims in order to stop them? Even more frustrating is how would you go about trying to reach out to that audience to address the false claims?
online reputation management involves monitoring talk about your company online. It means tracking keywords that relate to your industry, it means performing regular searches for your company name on search engines, forums, and in blog comments and social networks. It also means addressing any issues that arise that could possibly cast your company in a negative light.
It’s such an important component to your online marketing campaign, but it’s one that is often overlooked. Most companies know the importance of getting great content on their site, offering valuable information and superior customer service and build their reputation on that. Just as important as putting excellent information out and meeting the needs of customers is tracking the information that others are putting out there about your company.
- online reputation management involves monitoring talk about your company online
- People are saying about your business online
- Business owners know this when dealing with their offline reputation but somehow neglect to consider it online
- Customer service team could've addressed it with the customer
- This customer posts unsatisfactory experience on an online forum
- Most companies know importance of getting great content on their site, offering valuable information and superior customer service
- Best way to stay on top of your online reputation managementis with a team
- We tackle job of online reputation management for your company
- You online by others can have a serious impact on your online brand reputation
- You should others can have a serious impact on your online brand reputation
The best way to stay on top of your online reputation managementis with a team devoted to the task. You can’t be everywhere online at once and still run a successful business. Let us be your eyes and ears in the online world. We’ll tackle the job of online reputation management for your company. We’ll check out the forums and monitor social media sites for mentions of your company. Let us find what’s being said about your company and make sure you are alerted to anything of concern. We’ll help keep your online reputation managementas unblemished as it is offline.
Call me to discuss Marco … 201-305-3303