I think we would all agree that as business owners we want to protect our positive image and brand. However, one negative comment online can seriously affect your reputation. Especially if it is a highly trafficked website that is favored by the search engines.
What is Reputation Management?
Reputation management is the process of monitoring a brand, company, person or service. Once a red flag has been found via various methods of monitoring, the next step is to evaluate the risk of the negative response, and lastly to act based on your evaluation. Basically it’s a mix of marketing and customer service.
The goal is to avoid any damage as monitoring your reputation allows you to immediately attempt to intercede and try to defray some if not most of the damage.
Interestingly enough, when there is a customer complaint, companies agree that it could possibly even put you in a better light. You will essentially be portraying yourself as a responsive, caring and kind person who is apologetic and will do what it takes to makes things right.
For example, you have a customer who visited your store and was angry about the cashier who treated her rudely. If you had a chance to approach her and let her know that you will be talking to your employee as you do not advocate that kind of customer service, and for all your troubles, here is a 20% coupon good towards your next purchase. Not only would your customer feel better , but you are publicly putting yourself out there as someone who cares about your customers and will stand by them to make it right.
Why Reputation Management is Important
According to the statistics, 4 out of 5 people state that they have received advice via social media regarding what product or service to purchase. 78% of consumers trust peer recommendations, only 14% trust advertisement. So what does this mean for your business. They are talking about you beyond your control and you need to be monitoring the conversation. Period.
I recently googled a friend of mine’s name the first thing I saw was a comment someone left on some obscure forum complaining about him and what he allegedly had done. The incrimination was terrible. But my friend had no idea, and he had a great defense but no one heard his side because he didn’t even know it existed.
It’s happening, and unfortunately a reputation that took decades to build could be destroyed by a single event. Yet if you had been monitoring your reputation, it all could have been prevented.
Your competition is another valid reason. They may be more social media savvy than you and if so, they could be very stealthfully compromising your reputation.
For example, a friend of your competitor may write a bad review of your business on Yelp, just because. However, once you address the situation, odds are they won’t have the ammunition to back up their complaints and even when they do, you want to be there to be the nice guy who comes to their rescue.
So with everyone turning to social media and taking the advice of their peers, it is imperative for business owners to reign in on their reputation. It is actually not even an option any longer, it is a necessity. Once the damage is done, it can take years to repair.
Bee Social Is Here To Help
Bee Social can help as we have many resources to track your business name, owner name, product names, service names, etc. We stay on top of the latest and greatest reputation management systems and tools and use them to defend your good name.
Our Killer Bee package has the most robust reputation management services which will cover unlimited keywords, and our Queen Bee has some great basic reputation management tools that we use on up to 3 keywords. We do offer an a la carte service which is the same robust reputation management service offered in the Killer Bee package. Learn more here: Social Media Management Packages and Reputation Management Service.
If you are a business using reputation management, what has been your experience with it?
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