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<\/a><\/div>\n\nThe internet has given the power of knowledge to customers.
\nCustomers just need to enter your name in the search engine such as Google and
\nthey will get information about your business. This information can be in the
\nform of your official website link and\/or customer\/product reviews. The
\ncustomers find this information very useful as it aids them in decision making
\nand reducing their risk while shopping. As this information influences the
\ncustomers in your favor or against you, it can quickly become a major hurdle
\nfor your business. Therefore, it is important to manage your online reputation
\nwhen you are dealing with online public relations.<\/p>\n
\n(WOM). Just one customer spreading bad WOM about you can ruin any strongly
\ncreated image built through extensive marketing campaigns<\/a>. WOM, especially
\nnegative WOM spreads like the wildfire spreads in a forest. A customer’s
\nnegative posts about your business will surely damage your image; even if it is
\nyour competitor pretending to be a customer and using deceitful means to damage
\nyour image. In today’s competitive world, image is everything. Therefore, it is
\nessential that you practice reputation management to create a good image.<\/div>\n<\/div>\n
\nlosing their market share to competitors, it is important that the businesses
\nkeep a track of their online reputation and work on managing and improving it.<\/div>\n<\/div>\n
\n\nThe following are some guidelines that you can use for
\nimage and online reputation management<\/i><\/b><\/p>\n<\/blockquote>\n\nFind Out Exactly What People Are Saying About You:<\/b><\/h3>\n
\n\nIgnoring the problem or pretending it does not exist does
\nnot make it go away. Remember, knowledge is power. So, always be knowledgeable
\nabout what people are saying about you. In this case, what you do not know may
\nharm you. Only when you are aware that a problem exists would you be able to
\nfix it. You never know you might find good things being said about you which
\nyou can share with others and use to your advantage.<\/div>\n\n<\/a><\/div>\n<\/div>\n
\n\nNobody can be perfect. Do not be afraid to find out what is
\nout there. Face your fear and ‘Google’ your name to see what is being published
\nabout you. Take in what is good humbly, but, do not react irrationally to any
\nnegative comments about yourself. The negative comments will not do much harm
\nas long as you handle them responsibly. Handling negative criticism positively
\nmay actually win you more customers. Trouble will be increased if you do not
\nhandle negative WOM professionally. You will end up driving customers away.<\/p>\n<\/div>\n\nRespond To The Negative Reviews In A Professional Manner:<\/b><\/h3>\n
\n\nDo not give your peace of mind to a customer who has
\npublished a negative review about you, even if you feel the review is
\nunjustified. Handle it as a professional. Falling down does not matter as much
\nas it matters how you get up and going. Customers might not react to a negative
\nreview, but they will be on the lookout as to how you respond to it.<\/p>\n<\/div>\n\n<\/p>\n\n<\/a><\/div>\n<\/div>\n
\n\nIf someone is trying to portray you as negative or having
\nmade a mistake, do not prove him or her right. Remain calm and deal with it
\nprofessionally. If you will try to take revenge by insulting the customer
\npublicly, the complainant will gain sympathies of potential customers. As a
\nresult, your potential customers will avoid doing business with you. You will
\nend up damaging your online reputation.<\/p>\n<\/div>\n\nThis is how you should deal with the situation:<\/b><\/h3>\n
\n\nIf you have made a mistake, admit it and apologize. Even if
\nyou have not made a mistake, apologize for the inconvenience caused<\/b><\/i><\/p>\n<\/blockquote>\n\n\nShow empathy with the customer and make them feel you
\nunderstand and care<\/div>\n<\/div>\n\n\nTake steps for fixing the mistake and communicate these
\nsteps to the customer<\/div>\n<\/div>\n\n\nExpress your interest to continue doing business with them
\nso that they realize they are valuable to you.<\/p>\n<\/div>\n\n\nAll in all, deal with the situation very professionally.<\/b><\/i><\/p>\n<\/blockquote>\n
\n\nBy following these steps, you will build trust not only with
\nthe complainant but you will prove to potential customers that you are
\nresponsible and trustworthy.<\/div>\n<\/div>\n\nNever Ignore Negative Reviews:<\/b><\/h3>\n
\n\nNot reacting at all is not a good way to react. Ignoring the
\ncomplaints will communicate that you lack care for customers. Ignoring
\ncustomers will have the same effect as reacting angrily would – you will lose
\ncustomers.<\/div>\n<\/div>\n\n\nNot responding to a complaint might make other customers
\nfeel that the complaint is, in fact, true and that you have no answer for it.
\nAgain, remember that negative WOM spreads like fire. One negative comment can
\npersuade your customers to do business with your competitors. You should be
\nready with a strategy to deal with online complaints. Ignoring is a bad
\nstrategy – being prepared to deal with the situation is a safer and recommended
\noption.<\/div>\n<\/div>\n\n\n(as outlined in the tip above)<\/i><\/b><\/p>\n<\/blockquote>\n
\n<\/a><\/div>\n
\n\u00a0Invite the Customer to Amend Their Review<\/b><\/h4>\n
\n\nTo show other customers that you are a responsible business,
\ntry to get the complainant to declare that you have fixed the issue pointed out by
\nthem. Upon resolution of the issue, try that the customer removes their a complaint or at least get them to post that you have handled the issue.<\/div>\n<\/div>\n\n\nAlthough clearing the negative review may have some
\nimmediate costs, but it has long term benefits. Try to assist the customer as
\nto how they can remove or amend their negative review. If they refuse to do so
\nor are unable to do so, try to tactfully publish your follow-up of how you
\nresolved the problem. Do not offend the customer. If they react further, it
\nwill just lead to more damage to your reputation.<\/div>\n<\/div>\n\n\nFor instance, you might apologize, saying that there are
\nuncontrollable factors involved, which lead to the problem. However, the
\ncustomer was re-funded or given a replacement or whatever action that you have
\ntaken to resolve the problem.<\/div>\n<\/div>\n\n\nPublic display of affection towards your customer will
\nbenefit you in the long-term. Rather than losing business over a bad review,
\nyou might end up gaining more customers by showing your care and concern
\ntowards customers.<\/div>\n<\/div>\n\nEncourage Positive Reviews from Satisfied Customers<\/b><\/h4>\n
\n\nBring the other side of the picture to the forefront. Try to
\nget reviews of satisfied customers publicized. This might also have some immediate
\ncosts but will get you long-term benefits. Encourage satisfied customers to
\ngive positive reviews. These positive reviews will help you to overcome the bad
\nones.<\/div>\n\n<\/a><\/div>\n<\/div>\n
\n\nRemember that prevention is better than cure. So do not wait
\nfor a bad review before you start encouraging positive reviews. Satisfied
\ncustomers are willing to share their experiences. They just need a little push
\nin the right direction. So encourage them and assist them in doing so. Guide
\nthem as to how they can leave a positive review about their experience with
\nyour business. If you have prepared yourself in this manner, a bad review might
\nnot have as much damage.<\/p>\n<\/div>\n\n\nSatisfied customers are not as vocal as those who have a bad
\nexperience with you. Assist the satisfied customers and make it easy for them
\nto post a positive review. Depending upon your industry, conduct research to
\nidentify your target market and understand who they are (e.g. mothers, youth,
\nbusiness professionals, etc.). Guide them to the sites of their interest so
\nthat they become willing to post their experience.<\/div>\n<\/div>\n\n\nBy guiding the customers, you can have some control over
\nwhat is being said about your business. Show the customers the proper sites
\nwhere they can drop their reviews and where business-owners can provide
\nfeedback on customers’ review (maybe even offer a reputation management program<\/a>). This will allow you to avoid entering a situation where there is a
\nwar of words. It will also allow you to control the damage a bad review can
\ncause.<\/div>\n<\/div>\n\nNever leave fake positive reviews for your own business.<\/b><\/h4>\n
\n\nDo not try to cheat the customers by publishing fake
\nreviews. There is always a risk of getting caught and you might end up causing
\neven more damage to your image then what a negative review might have had.<\/div>\n<\/div>\n\n\n<\/a><\/div>\n<\/div>\n
\n\nIt is difficult to make everyone happy. Where there will be
\nhappy customers there will always be ones who are unhappy. Unhappy customers
\ncan allow you to bring even more business by offering you an opportunity of
\nfixing a problem. Fixing a problem will bring you two advantages. Firstly, you
\nwill fix the issue so that it does not happen again and secondly, by fixing the
\nissue you will prove to potential customers that you indeed care for your
\ncustomers.<\/div>\n<\/div>\n\n\nCustomers know that there is room for mistake when
\nconducting business. They do not expect you to be perfect but they expect you
\nto be professional and take responsibility for a mistake. If you accept the
\nresponsibility and make amends, they will feel safe working with you, respect
\nyou and trust you. You will be able to win potential customers as well.<\/div>\n<\/div>\n\nIt’s Time to Get Social<\/b><\/h4>\n
\n\nRealize the power of social media and use it to your
\nbenefit. People are spending more time, and are also, relying more on social
\nmedia. If you use this medium and make accounts on LinkedIn, Facebook, Twitter, etc., managing online reputation will be even easier. If your interaction on
\nsocial media gains popularity, there will more chances of that coming up in the
\nsearch engine rather than any site containing bad reviews. Moreover, you can
\nuse social media to get your side of the story heard, in case a bad review
\ndoes come up.<\/div>\n\n<\/a><\/div>\n<\/div>\n
\n\nThere are other sites, which you can use to enhance your
\nimage and online reputation such as YouTube, Blogger, Squidoo, WordPress, etc.
\nTry to make accounts on as many platforms as you can easily manage. Get on your
\nplate as much as you can handle because mishandling social media will end you
\nup in deep waters. If you mishandle social media, you will end up harming your
\nonline reputation. Try to make yourself visible as an active member of social
\nmedia. This will not only allow you to interact with customers and make them
\nsense personalized attention, but it will also allow you to have some control over
\nyour reputation.<\/p>\n<\/div>\n\nJoin Industry Specific forums<\/b><\/h4>\n
\n\nTry to join forums specific to your line of business.
\nCustomers try to get information about your image from these forums and try to
\ndetermine your ranking as compared to your competitors. So, it is a good way of
\nintroducing yourself to customers who previously might not have known about
\nyou. You can even gain credibility by giving guidelines related to the product
\nor service in your industry. This will enable you to gain a reputation and
\nrespect in your industry.<\/div>\n<\/div>\n\nUse SEO (Search Engine Optimization) Management<\/b><\/h4>\n
\n\nTry to gain your position in key search ranking so that
\nthere are increased chances of a search engine pointing towards you when a
\ncustomer searches on the search engine. If you make your online presence
\nstrong, it will build your online reputation. So, focus on getting your website
\nand social media sites optimized for search engines and allow the customers to
\nfind you easily.<\/div>\n\n<\/a><\/div>\n
\nYou can use SEO<\/a> to establish trust amongst your customers by
\ngetting those sites ranked, on which you are blogging. If a customer searches
\nyour name and is directed towards a well-respected discussion forum with your
\nparticipation on it, it will allow them to see that you are well respected in
\nthe industry. It will ensure them of your presence in the market. Of course,
\nyou will have positive words written on your own website or social media sites.
\nIn comparison, if a customer is able to see you in a positive light on external
\nsites, it will prove to be even more effective in building your online
\nreputation.<\/span><\/div>\n<\/div>\n\n\nYou can even get more advanced, and use SEO to get those
\nsites ranked which have published a positive press release about you. For
\ninstance, you can get a site ranked high, which shows a positive product review
\npublished in the national press. This can act as a curtain over any other bad
\nreviews published elsewhere.<\/div>\n<\/div>\n\n\nDominate The First Pages By Paying To Rank Higher<\/b>Pay-Per-Click (PPC) is one of the popular ways of
\neffective online advertisement.<\/b><\/i><\/p>\n<\/blockquote>\n\n\nYou can use PPC for getting two advantages at the cost of
\none. PPC gets you dual advantages: it will increase your popularity and gain
\nyou greater visibility and probability of coming up in a search engine. It will
\nalso benefit you by dealing with the possible effects of negative online
\nreviews. The ability of PPC to create hyper-targeted Ad campaigns provides the
\nadvantage of using the advert to address online reputation difficulty.<\/div>\n<\/div>\n\n\nThrough a PPC campaign<\/a>, all you need to do is pay a decided
\namount each time a customer clicks the Ad related to a keyword or phrase. For
\ninstance, if you were in the business of selling flowers, you would want that
\nwhen someone searches for florists in your area of business, your Ad would
\nappear before them. In order to be able to do this, you will decide on keywords
\nsuch as the name of your area of business and the word florist in the PPC
\ncampaign. By doing this, when customers will search for florists in the local
\narea, your Ad will pop up and they can place an order with you.<\/div>\n<\/div>\n\n\nDue to the effective combination of public relations and
\nadvertising, PPC can prove to be an influential means to neutralize or offset
\nthe effects of negative reviews and increase business.<\/div>\n<\/div>\n\n
\u00a0<\/p>\n
Communicate Through Photos And Videos<\/b><\/h4>\n
\n\nTo create a strong affiliation of customers with your brand,
\na good technique would be to familiarize customers with the faces working
\nbackstage. This way, when customers think of your company they do not picture a
\nbuilding but they picture a personality, just like customers associate late
\nSteve Jobs with Apple and Richard Branson with Virgin. When you create an
\nassociation of a face with your brand through photographs and videos, customers
\ntend to form stronger bonds and relationship with your business. You can even
\nbuild online reputation and improve your search engine ranking if you use keywords to tag your pictures and videos.<\/p>\n<\/div>\n\nThink Before You Post:<\/b><\/h3>\n
\n\nAct responsibly when using social media. If you post
\ncarelessly, anyone can take advantage and use your words to damage your online
\nreputation. You might feel annoyed at some post about your business that you
\nfeel is unfair or false. You may be tempted to lash out.\u00a0<\/p>\n<\/div>\n\n\nRemember your words
\nwill have consequences so chose your words carefully. How will the readers
\nperceive your words? Will it bring more damage than good to your reputation? It
\nwould be a good idea to note down your words and review them once you have
\ncalmed down. You will be able to edit your words so that they do not have a
\nnegative impact on your reputation. Do not post anything that has the potential
\nof harming your reputation. Your goal is to improve, not destroy your image. So
\ndo what it takes to achieve your goal.<\/div>\n<\/div>\n\nAbove all, stay on top of things<\/b><\/h4>\n
\n\nUse tools such as Google Alerts<\/a> to remain vigilant of your
\nonline reputation. The speed of online communication is difficult to cope with,
\nespecially if you have adopted a relaxed attitude towards following the
\ninformation. Continuously watch your online image so that you are able to react
\nin time when required. This way you will be able to minimize the possible harm
\nto your reputation.<\/div>\n<\/div>\n\n\nDue to their emotional attachment, companies find it hard to
\nface negative criticism professionally. At times companies do not have enough
\ntime and\/or resources to follow and manage online reputation. This is not
\nbecause they do not recognize the importance of managing online reputation. It
\nis because they are busy with day-to-day business. They are not able to find
\nspare time. Running your business and securing your brand, both have to go hand
\nin hand. It takes years to build a positive brand image but it could take just
\none bad review to damage it. So, you do not want to risk your profits by
\nleaving your brand insecure.<\/p>\n\nOnlineibusiness.com<\/span><\/a> shares its ideas about online
\nmarketing and business to make a better vision of it. After spending a lot of
\ntime developing informational online destinations in many areas of interest in Online Marketing and Business. We find that people are always on the
\nsearch for great information and we try to accommodate them. Make sure that you
\ncheck back with us to see our new and informative and information\u00a0<\/a><\/span>Articles<\/a><\/span>.<\/span><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"The internet has given the power of knowledge to customers. Customers just need to enter your name in the search engine such as Google and they will get information about your business. This information can be in the form of your official website link and\/or customer\/product reviews. The customers find this information very useful as […]<\/p>\n","protected":false},"author":1,"featured_media":121976,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[95],"tags":[214,5984,30491,11636,11260],"dealstore":[],"offerexpiration":[],"class_list":["post-121975","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-internet-business","tag-classic","tag-management","tag-reputation","tag-strategy","tag-success"],"yoast_head":"\n
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