These days, one bad review or an angry comment from an unsatisfied customer can create a PR nightmare for any business. Most businesses make the mistake of responding in the wrong way and instead of fixing things they only add more fuel to the fire, causing more backlash and damage. Reputation management is more than just going on social media to promote your products and services, and how you are seen by your customers really matters. To promote a good reputation for your business, you should keep up with the latest reputation marketing news and techniques to better manage your online image.
Get Some Help
Reputation marketing encompasses a multitude of elements that you can’t tackle all alone. You need professional help to stay on top of any situation and keep an eye on things. One option is to outsource your reputation marketing tasks to someone who knows what they’re doing, say, an SEO agency that can also give you some helpful reputation marketing tips. Analytics blog Kissmetrics (@KISSmetrics) says:
Know What They Say About You
These days, anybody with an internet connection can simply head to your website or go on your social media profiles to write a comment. If you provide generally good service and treat your customers right, you can expect good feedback to flood your newsfeed but that’s not always the case. That’s why it is important for you to closely monitor what they say about you online. This way, if someone asks a question or says something negative, you can immediately give a response.
Address the Situation Quickly
Don’t sleep on bad reviews and let them escalate overnight. Instead, you need to take them head on by responding as soon as possible. Let the customer who posted a bad review know that you are trying to resolve the problem and that you will keep them posted.
Be Honest and Transparent
If you want your customers to trust your brand, you need to keep things real. Being transparent is the best thing you could do for your image; it means that your company is out there where customers can see it for what it is. Be sure to establish good communication, encourage open discussion about your products and services and ask for feedback from customers to build trust.
If you don’t already have a plan to manage your online reputation, you are at a disadvantage. Don’t wait to receive negative feedback; stay on top of things with reliable marketing news sites like Marketing Digest (@mktgdigest) to manage your reputation. You can also visit blog.kissmetrics.com/guide-to-reputation-management more information on the subject.
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