A lot has been said and written about managing online reviews and ratings for local businesses. However, reputation is another matter that remains untouched by the experts but is equally important for SEO and advertising purposes.
All businesses out there have faced an issue with a client at least once in their lifetimes. In an ideal situation, these issues should be resolved much before the customer takes it to a public forum in a bid to warn others about your work ethics.
With the advent of the internet, word-of-mouth can travel much faster and do more damage to your reputation. This is the reason it is important to weave internet reputation management into your marketing techniques so that you can benefit from that fast word-of-mouth advertising.
While it is impossible to never have rubbed a customer the wrong side, you can evade a lot of damage by developing an effective strategy to manage online criticism.
In this article, we will share some important tips for small businesses to manage and maintain their online reputation in the face of crisis.
Be Present on All Social Media Channels
Your company should be present on all popular social media channels such as Google+, Facebook, Instagram, and Twitter. Depending on your industry, you may also want to integrate your business on other channels.
For example, if you are dealing with visually aesthetic products, then consider joining Pinterest and Flickr. You must maintain a presence on LinkedIn if you are dealing in tech products and services. Some businesses may even benefit from websites such as YouTube.
Stay Active on your Social Media Accounts
Once you build an account on these channels, it is important to maintain a steady response time on all of them. This is important if you want to build an audience and followers on your account. By staying active, you can increase your engagement and provide a quick solution to customer grievances.
Start a Blog
Believe it or not, a blog is an incredibly useful instrument to achieve SEO and good rankings on search engines, provided you use the keywords effectively. For reputation building, you can target some authority backlinks from reputed websites that can vouch for the legitimacy of the information you share.
Don’t Just Speak, Listen
One of the key elements of Online Reputation Management is to listen intently to bad reviews and complaints. If you have been called out by a customer for poor service, then use this an opportunity to build solid relations rather than acting defensively. Negative feedback is not always bad for a reputation management case. It can be treated as constructive criticism and a chance to come up with creative ways to resolve their concern.
Businesses that perform well online often use customer-centric tactics that are geared towards building lasting relations and not just one time transactions. As is with any industry, online business is no different when it comes to reputation management. Never balk from apologizing when wrong and always focus on resolving the issue with the least amount of going back and forth!