On the web, social media, and Google, all people can express their opinion about an experience they have had.
When people have a bad experience with a company, they can quickly share what they think about the brand with other people. Possibilities to share available to each person are almost infinite: a negative review, a negative comment on corporate communication channels, word of mouth.
Sharing of these experiences influences the decision-making process of a possible client who had read the opinions of others and decides whether or not to turn to that company.
Today it is no longer possible to escape the online reputation management of one’s own brand.
To do so, you can rely on professionals in the industry or use special software.
Whichever way you choose to manage your company’s reputation, make sure you always follow these three guidelines.
Answer directly, quickly, and without anger
Not everyone can have a positive opinion about your company. The more time passes, the more your company will be known, the more negative reviews you could receive.
What really matters in these cases is how you respond to these reviews. You have to consider that, annoying though they are, negative reviews are important alarm bells that can let you know if there is something about your company that needs to be improved.
You should also consider how lucky you are to receive feedback from a customer who has used part of their time to express an opinion about your company.
When you receive a negative review:
- Examine the criticalities detected by the customer;
- Think about improving something in your company if possible;
- Answer quickly, directly, constructively, and politely, without anger;
- Show appreciation to the customer who left a negative review and take the time to give you feedback.
Offer exceptional customer service
The customer is our employer and as such is fundamental for our company.
Without the customer, none of us could carry out our business.
Customer service is usually the first point of contact and place where first impressions are formed. At this moment the customer decides whether to continue with us or to interrupt, going to satisfy his need from a competitor.
If customer service management is very important when the customer needs to solve a problem, it is also very important to provide the right information about your company, just when the customer is looking for it.
It is important to share on the website of your business or social channels, the information necessary for the customer to be independent and be able to choose your business over that of competitors. The information must always be up-to-date, accurate, and exhaustive.
You must stand out repeatedly and impress your customers. Furthermore, you must have a precise plan when there is a technical problem and be able to solve it immediately, satisfying the customer.
Create an amazing reputation management team
The reputation management team is of paramount importance if you want to ensure that the client has the right perception of your business.
The team must check hashtags on Instagram, check reviews of their products and business, use the right tools to listen to people’s opinions on the web.
The team works to make the client’s experience as positive as possible, regardless of how they achieved it.
Creating a dedicated team or appointing a manager can greatly reduce the pressure on the rest of your staff and ensure that negative opinions are handled regularly and with the utmost care.
Social media monitoring ensures that all complaints are dealt with personally and promptly.
Online reputation management is a vital part of your business plan. Remaining transparent and truthful throughout the process will help your clients feel appreciated, listened to, and important. Focus on customer service, respond quickly to negative reviews, and offer returns where applicable. You will probably generate loyal customers from a bad experience. This can lead to an all-round positive online presence, driven by positive reviews.
And you, how are you managing your company’s online reputation?
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