Although good online reviews and reputation is equally valuable for all businesses and individuals of the modern age yet how online reputation impacts their businesses and professional/personal lives is completely different. Likewise, the practices to manage online reputation and strategies to deal with negative reviews too differ considerably in different cases. This post throws light on the fact that everything that has a presence in the online world has to maintain an online reputation.
The strategies how every niche will maintain good reviews and control the damage of a bad review are different in many ways, like,
Due to this diversity , it is important that we segment our article on how each one of them (individuals, small/local businesses and big brands) can handle and maintain a good online reputation.
No matter who you are, a celebrity or a certified professional or a student, all are entitled to face one or the other criticism in day-to-day life if they are online.
For celebrities, they do not have to do much to build their brand image, as it’s created easily by fan, followers or haters. They just have to hire a good PR firm to leverage the publicity they get online.
But for lawyers, doctors, and other such professionals, who won’t hire any PR firm to manage their public image, creating their online presence and keeping it safe is their own responsibility. And, avoiding it is not an option in this day and age, as people nowadays check places on Google before reaching there.
People check places to get directions, read user reviews online or just try to find social media profile, and Google names before going to a new doctor or a gym coach. When they Google you, they get to know pretty much everything said by anyone for you. Five things you ought to remember being a professional in the same boat are as follows.
Online negative reviews are unavoidable but it is important that the customer hears back from the professional as soon as a complaint goes live. Handling wisely may suppress the negative aftereffects of that review and save you from a big negative situation (potentially). Look below the example of aptly handled comment.
For small businesses, creating online presence is fairly a new concept, as they’ve been ignoring it for a long time. Till date, there are two type of small businesses,
First of all, online reputation is more than creating a website. Secondly, reputation management is important for all small businesses, whether they have a website or not.
The level of management, the number of cautionary steps a small business has to take and the level of risk involved in it, will depend on the scale of operations. If you are a small business catering to local audience, a one page website is enough for brand building as local customers mostly like to visit their favorite sellers personally and in-store service matters more to them. But, it doesn’t end at creating a website, you must update it regularly too. Few more reputation marketing tips for small businesses to manage their online reputation are following.
The main reason why local businesses ignore online reputation is because the market size is small and the target audience is specific to a certain area. But the notions have changed, as the size of the target audience is small but everyone nowadays is tech-savvy. Even if they don’t check you online before visiting you, they know sites like Yelp and Foursquare where negative reviews can be shared if they didn’t like your product/service.
One thing you must know about reputation marketing is that to have online reputation management strategy in place is an advantage that helps at the time of reputation repair. For instance, you can also make good use of generic and impartial reviews to gain more popularity. The engagement you raise and the mentions , likes, shares, clicks you raise this way can’t be omitted from web and may help in reputation repair in future (when a new negative review is submitted by any user). How a local restaurant “The Spice Cave” used a neutral review of past is an apt illustration of it. The restaurant seized the opportunity and utilized it to build a loyal customer. The customer in her review complained regarding a specific dish, the management on personal level ensured that they have noted the preference and gave an additional 10% discount for dine in order.
Such practices not only change customer’s perspective but also convert a complainant into a loyal customer. There is an example below.
Needless to say, every big brand has enough online presence, thanks to their marketing teams. They have a well-designed website and updates social media accounts on every platform. Every brand has a unique strategy, as per which their reputation marketing is handled. These strategies are laid out very carefully as one wrong move can rupture the customer base the brand has been creating for so long.
Let’s refresh few facts about established brands before jumping on to the story of their reputation.
-Every negative review or comment has the potential to get lot of attention as the number of followers in their network is huge.
A well-laid strategy is needed to control the damage and protect the online reputation of coorporates, big brands. Or else there are chances to lose a big chunk of customer base in the blink of an eye.
As the big brands have created a name and the status in the market, customer do not expect bad services or product from them. The customer trusts a big brand name blindly and can be upset on the slightest thing given their stature in the market. They can forgive a local seller for poor customer service but may never forget or forgive brands for the same reason. Expectations are as huge as one’s business stature and when something goes wrong, they are usually upset beyond compare.
Big brands also need to understand that there are many competitors in the market, customers can easily shift from your brand to the next brand seeking better service. This is why big brands need to be very careful what they offer, how they offer.
Following are few strategies a large scale business must follow in order to proactively build, monitor and maintain their online reputation.
There are three ways big brands handle customer review on social media: – Best, Good and Bad.
The best way to engage customer and maintain an online reputation is by going out of the way for the happiness of the customer- JetBlue airways recently proved it. A customer jokingly asked for a parade to greet her, when she arrives home. Jet Blue Airways Social media team sent the information to the airport where she was about to reach and they arranged a little welcome home parade
Whole food market has nearly 4.86 million followers but they do not only post promotional updates but also engage with complaints for better customer service. See the image below
British Airways has 1.09 million followers, and handling this big community of followers is no game. You can be flooded with complaints for the slightest matters. Following is an example of such complaints and how British Airways handled it, is the most apt way of handling such grievances.
This tweet was seen by nearly 76,000 users on Twitter.
As the count of internet users grows day by day, online reputation management becomes crucial for one and all, including professionals, local business and big brands. Having an ORM wing in place is somehow a necessity, no matter how established or new you are on web. With more and more customers actively sharing and looking out for doctors, meal delivery, salon and various such services/sellers online, it has undeniable for everyone from brand to individual, to have a successful ORM strategy.
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