The internet has changed drastically over the past few years. Today, anyone can buy a domain and publish any information available online. The internet is so dynamic such that it has become potential threats to brand recognition and reputation. Since 72 percent of consumers use the internet to interact with their service providers, it is important to have reputation management plan.
You need to find out what others are saying about your brand. Search the name of your brand in Google and see how it appears in social websites, community forums and blogs. You can use the custom feeds if your brand is on Twitter to identify people who are talking about you. Set up a custom feed and ensure you follow up the conversation so that you don’t miss on anything important.
You must also keep track of online reviews. Nowadays people have tendencies to express their dissatisfaction with a particular brand in online communities or review platforms. Also, business reviews enhance search engine rankings. Hence, you need to put a lot of emphasis on reviews because they can be beneficial and detrimental at the same time to the reputation of your business. Make an effort of provoking positive reviews only. The best way you can get positive reviews without much investment in Reputation.com programs is by providing high-quality services to consumers. Ensure you add your business link to the end of call to action and email signature.
Don’t ignore the importance of responding to customer dissatisfaction. When you respond earlier enough to such criticisms, you minimize the probability of the situation growing to a bigger problem. Don’t lose your head as a business owner because of negative reviews online. Instead, use the opportunity to explain and possibly clear your name. Invite the customer who expresses dissatisfaction to your premises and initiate a conversation with him or her. Frame the conversation to focus on how you can help the customer and also improve your services to avoid such incidences in the future.
Also, allow the employees to talk freely about the products of the company online. Build a transparent communication platform for them that enables them to receive complaints and respond to them.