Guideline of Online Reputation Management
- 1.1 So, how do we tackle them?
- 1.2 Always consider a few scenarios before going completely transparent to the world.
- 1.3 How to respond
There is a misconception among people that Online reputation management entirely deals with online reviews. Truth is, there is much more beyond responding to social media reviews. Small scale industries or large scale industries can both benefit from framing an outline of main concepts.
In any profession for that matter, you can safeguard your reputation only by providing ultimate service or responding to your client’s negative comments in a highly professional and positive manner.
Guideline of Online Reputation Management
Few years down the lane, when people barely had access to the internet, the client and customer interaction ratio was fairly low. Word of mouth is as powerful as your internet reputation.
In the current day world, even if you don’t run a website, that doesn’t necessarily mean people don’t talk about your brand. Customers might be tweeting about you and the same tweet can be reshared among many and might tape a video of your product and upload it on YouTube.
Nowadays, people rarely use the archaic way of advertisements like static brochures, pamphlets, or TV ads. Your band’s Online Reputation Management is as important as your actual one, do not compromise on it.
So, how do we tackle them?
Off late, businesses are trying to be very transparent in the type of service they are providing. Transparency means opening up to the criticisms and feedback they encounter on social media platforms. The newest business commandments are to build client communication.
- This communication gives the liberty to the employees to talk about their products and services.
- Helps to interact with the clients ( a one-on-one)
- Communication helps solicit their feedback.
- It lets you face criticism publicly.
The freedom of communication shouldn’t be taken for granted. Always mind your tone of communication. Do not be abrasive or hostile in your responses to bad comments and feedback, which will undoubtedly reflect badly on your service.
Being transparent when it comes to business is important in the longer run.
Not being transparent might become risky eventually.
Always consider a few scenarios before going completely transparent to the world.
- You will be held accountable to respond to every criticism that comes your way.
- You need to possess a team that is well versed with social media.
- Your competitors will undoubtedly have a sigh of relief, on seeing your shortcomings which are publicly talked about on social platforms.
How to respond
Your response always matters!! You ought to spare some meticulous care in drafting your response to criticism.
Always respond calmly and politely. Negative comments doubtlessly rage your emotions of anger and feelings of insufficiency. Expressing your emotions is ultimately going to backfire on your brand leaving you in the deep ocean waters of bad reputation. Your impulsive response gives your critic a superior position in the eyes of the public.
Always keep in mind to react with courtesy even when the hammer drops. Make sure you do not respond to your critics in the heat of the moment, you’d probably end up giving a cringe-worthy answer.
First try to understand their criticism, and get reassurance if that is what they are trying to say. The main goal here is to drive away personality clashes and respond in an extremely polite manner.
Take some time out to frame an apt response to your critic. Then respond gracefully saying “I highly appreciate your feedback, and that’s certainly something to think about”, which portrays your genuine efforts trying to address the critic’s issue.
Even if the critic’s explanation sounds naive, never lose the curiosity to learn something from him.
So, If you think your client doesn’t make sense, you stick to your guns and do not lose talk. Try to solve their issues very tactically and ask them their comment only if they were honestly satisfied. Because online reputation depends entirely on how others perceive your business when they look up for you on the Search Engine Research page. If you fail to rank on top, your competitors will take the desired page, pushing you down.
Some instances drove Negative attention due to impulsive responses from the brand.
Don’t create obvious negative attention which is not good publicity that might affect your reputation insanely. Take your own time to craft a professional response, sometimes certain tweets wouldn’t need a reply at all. Being proactive is important, but never at the cost of the downfall of your reputation.
Although everyone has the right to express their voice about your service and brand, certain limits need respect. Certain tweets might be defamatory reporting and false information which aims at damaging a company’s reputation.
Stats prove that 85% of people rely on online reviews ahead of personal recommendations. Any business would need a 4-star rating to attract potential customers. All these factors sum up your Online Reputation.
A good online reputation in turn helps drive good online marketing. You must try to project your brand in a positive light at all costs with good strategies and marketing tactics.
3 important steps to tackle negative online reviews
When someone searches for you on Google, the positives and negative comments about your brand will show up on the search results. To mitigate showing false/negative content about you, you should devise a search marketing strategy that boosts the ranking of positive and legit content. The search engine is a crucial game that should not be ignored and be fixed in the first place.
When can you want to remove a review?
When someone has posted a very abusive comment just to tarnish your reputation rather than just leaving feedback or in improper language, you can take legal action to have the comment removed.
Situations may turn unfavorable to you. Serious attacks might happen to your brand reputation. You may have to hire professional analysts to trace out the online threats.
Considering all the above-mentioned criteria for your perfect Online Reputation, EOn8 is one of the Leading Digital Marketing agencies in providing the best Online Reputation Management Services with a proven track record of happy clients and brands. Eon8 provides strategic plans to alleviate your negative content and helps your rank on the top with good feedback by pushing all the negativity down.