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SpinDistribute.com Article Directory

The following article was published in our article directory on September 28, 2017.
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Reputation Management

Article Category: Marketing

Author Name: Jamey Charapp

When you put your brand up online, you're also exposing your reputation to risky reviews and negative comments which a lot of potential buyers can see. Of course, genuine reviews that address some problems they found in your product are always appreciated, but sometimes you do need to manage what shows up when people look your business up online. From a passive audience just receiving products from different brands, customers now have voices to speak out for or against the products that they use, changing the entire "top-down" set up from back when the internet was still very different. People don't buy from quiet, faceless companies—people buy from people, which makes interaction essential.
The process involves, like mentioned, controlling what shows up when people look you up on review websites like Yelp or Google, and cleaning up any potential damaging content to help you promote positive content instead. It's not as easy as it looks. What if you receive too much criticism? Be delightfully sassy (but not aggressive) or be polite? The main point here is that you shouldn't keep quiet about it. Customer feedback is one of the most potent marketing strategies, and here are some ways on how this is so, via the ways of reputation management.

Social Media Monitoring
If you're a small, start-up business, you have to understand how extremely important this is. There is no such thing as "online reputation" because in this day and age, your online reputation is an all-encompassing thing. It can make or break your business.
You have to learn how and when to react to what people are saying about you, your company, and your brand. One way to be able to keep track with these is social media monitoring. Companies can use the simple ways of social media (hashtags, of course) to keep track of their customers' comments and to decide whether to respond to it, and what their response might cause.

The Effect of Bad Reviews
This might be a little more shocking, because it's definitely at a bigger level than just social media. For example, there are certain "hate sites" that can go from simple negative reviews to just pure hate speech, creating false and often vague information that might scare any potential buyers away. In extreme cases, it can even go to damaging media coverage, resulting to unfavorable local or national TV reports.

Rules of Reputation Management
As you can see, negative reviews can be quite damaging to your business growth. There are now rules of thumb that almost every company knows by heart. Some of these include:
Gain respect by earning your customers' trust.
Show radical transparence instead of hiding from critics—publicly show how you are addressing similar complaints.
Fight back politely and legally. If it's just a simple scathing comment without any warranted grounds, respond with a polite comment. When it comes to illegal stuff and false information, suing is an option.
Invite suggestions. When it comes to unhappy customers, ask for suggestions and make them feel involved.
Brand and reputation are always perceived together, so work to up those two.
Improve your search engine game—if there are any websites displaying false information about your brand, devise several marketing strategies to up the ranking of positive content. That way, it'll be the first thing that pops up when they look you up in Google.

Keywords: Reviews, Reputation, Reputation Marketing, Reputation Management, Online Reviews, Customer Feedback, Business Growth, Marketing Strategies

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