Why it’s important for your business to closely monitor your online reputation and what to do when disaster strikes.
Before the dawn of the internet, managing your brand’s reputation was a whole lot easier but today, one bad review or customer complaint can spread like wildfire, leaving future and even existing customers, with a bad taste in their mouths.
Online reputation management is crucial in today’s digital landscape and is certainly something that every business should be spending regular time on in order to prevent future mishaps that directly affect your turnover.
Brands such as Subway and Volkswagen have all experienced major brand reputation disasters in recent years. No business is immune to the effects of a bad review or customer complaint, which is why brands should make online reputation management a core part of their marketing efforts and strategies.
If your brand has recently been thrown into the midst of an online reputation crisis, you’re probably wondering what you can do to save your business’s image.
To begin with, you’ll first need to put out any existing fires before you can do any further damage control. It’s incredibly important to address any bad comments and reviews as soon as possible. Not only do you need to try and salvage your relationship with the unhappy customer but you need to show other online users that you’re engaged and willing to correct any mistakes that may have occurred. Never delete any bad reviews or feedback, it will only make things worse, and always keep things professional and conversational, no matter how much you may want to retaliate.
Once you’ve addressed any immediate issues, there are a few additional tactics that you can implement in order to further salvage your brand’s reputation and maintain a good image on an ongoing basis.
If you would like to make it easier to manage your brand’s reputation online, there are countless tools available that will help you do just that. Here are just a few for you to consider:
Talkwalker analyses your brand’s performance across social, blogs and online news. The tool offers an unlimited number of searches and will look for brand mentions across 180 countries.
Use the Go Fish Digital complaint search tool to perform a Google search on over 40 complaint websites.
Price: On Request
ReviewTrackers offers 3 different plans that you can use to monitor and respond to reviews as well as generate new reviews.
Price: From $29 p/m
Mention is a real-time media monitoring tool that gives you live updates on your brand across the web and social media.
Price: Free Trial. Price on Request
This review management and monitoring platform is ideal for businesses that are operating across multiple locations.
This free tool from Google lets you setup custom alerts when new content is found online that matches the keywords you want to track.
Managing your brand’s reputation doesn’t have to cost a fortune or take up hours of your day. The key to successfully managing your brand’s image is to have a solid plan in place should you need to handle a situation that could damage your online reputation. Of course, prevention is better than cure, which is why it’s best to make online reputation management a priority right from the start.
How will you be monitoring your brand’s online reputation in 2018?