Posts in Category: Managing Online Reviews

Ensuring That Your Online Business Reputation Remains Positive

There is the adage if you have a customer that has enjoyed your product or service they will share their experience with one other person. If, however, you have a customer who has a very poor or terrible experience with your product or service they will tell twenty-five other people. This is simple word of mouth. Now, multiply that with the power of the internet and you can see that your online reputation is vital for the survival and viability of your business.

In an article by kissmetrics.com https://blog.kissmetrics.com/guide-to-reputation-management/ it is made abundantly clear that the key to maintaining a positive reputation online can be summed up in one word, Transparency.

  • Transparency

There is no hiding on the internet. If you place information on the world-wide web then it is there for the entire world to see. As a business owner, this is exactly what you want. Everyone should see how wonderful your business is. What an excellent product you have what a unique service you must offer. As onlinereputationreviews.com explains these are the types of things that basic SEO tries to accomplish. It is their bread and butter.

However, this type of exposure also leads to basically three types of followers.

  1. The first type is those who loved your product and is sharing that information on as much of their social media that they can.
  2. The second type is those who did not have the best experience and are also sharing their displeasure with all their social media.
  3. The third are your competitors who are trying to hurt your business and will do virtually anything to harm your online reputation.

Each of the above scenarios must be handled in the same manner. Not with a heavy-handed tirade filled with expletives and threats, but in a professional manner. A manner that displays real concern and thoughtfulness. As an example, let’s say that you are a computer store owner and you have sold a brand-new computer to a new client. This client now goes online and gets a virus and the computer begins to run slow and eventually stops working completely. On their Facebook, as well their Twitter account they begin a campaign that rivals that of Genghis Khan sweeping through the low lands of Asia. What should your response be?

Apologize for the problems they are having with their computer. Tell them to bring their computer back into your store and you will do whatever it takes to bring their computer back online, and help ensure that whatever happened you will do your very best to rectify that the same situation never happens again. Secondly, go through your client list where someone experienced the same problem. Explain how you solved the problem and if you have a positive review from the past client post that in as many places as possible to illustrate that you are a responsible business owner and that your customers are your most important asset.

Once you have repaired the problem for your new client has them write a review for you. Post that prominently on all your social media along with the original complaint. It sounds like a simple thing but it is the heart and soul of maintaining your online reputation.

In the final analysis, it is the basics of the Golden Rule applied in the modern context of the internet of things that will keep your online reputation intact and positive.