A successful journalist and writer, Chris Anderson once said, “Your brand is not what you say it is, it’s what Google says it is.” Have you ever thought how true it can be?
Do you know what your customers are saying about your brand online? Or what appears on the search engine result pages, when a person searches for your business?
It’s noted people nowadays rely on the internet to express their views- be it blogs, forums or any social media platform. Online reputation management and social media is becoming critical for engaging customers. It is often said that Online Reputation Management can make or break a business.
With plenty of employee & customer review sites, forums, and social media, it is quite easy for a customer to write a negative review about your brand. If new customers come across negative reviews when they search for your company, you are in big trouble. However, when your brand is attacked online, it is vital to repair the damage with a polite and calm response. Remember, a wrong step can result in more damage to your brand.
Here are few reasons why Online Reputation Management (ORM) is not optional, but mandatory
The below mentioned industry statistics will help you understand the significance of online reputation management for your business.
With the increase in the number of Social media users in India, it is very important for each business owner to ensure his or her company’s online reputation is in a good shape.
So, what Can be done about Online Reputation?
Now that you have understood the importance of online reputation for your business, what can you do about it? Here are a few ways how you can build a positive online reputation for your brand:
It is an assessment of how your brand/company appear online. Every 3 to 6 months, as a brand owner, you need to schedule a thorough sweep of social media channels, directories and user review websites—for any information about your business.
Analyzing social media conversations about your brand. You cannot change a bad comment, but you can always accentuate the good. It is better to find a negative review of your company in a sea of number of positive reviews; In fact, few negative reviews make the positive reviews more believable. You need to constantly work to offer alternative information and make it accessible easily.
Creating positive content on a frequent basis is an important step to boost your brand’s online reputation. Writing and publishing positive content about your brand on high authority sites and blogs, obtaining positive customer reviews on relevant forums, and suppressing negative results will help you improve the reputation of your business.
Enabling a LIVE chat on your website gives customers 24/7 access to answer their queries. This can avoid confusion on the customer’s side which in turn will avoid any type of complaint from their end.
Ensure that the information about your business is accurate all across local listings and review sites like Google to give the customers an access to your phone number, address, and working hours.
It’s pretty clear that, the internet is a powerful tool for businesses, but it can be a double-edged sword too. The most important thing is to find out how your company is presented online. Keep an eye on what you post on Social Media, how you engage with your customers. As far as tackling negative reviews is concerned, keep in mind that removing the offending content can attract more attention. Be courteous while you deal with your customers.
Don’t Leave Your Online Reputation to Chance!
If you are facing an issue online or would like to discuss managing your company’s online reputation, have a chat with our experts. Take advantage of our experienced reputation management team for improving your brand’s image.
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