Over the months we have been regaled with many tragic stories surrounding the users of social media websites. However, so far as bullying and trolling are concerned, businesses are not immune. Indeed, when it comes to online reputation management for a business there is great deal to consider so it is rather important to learn to both monitor and manage what is being said on-line. Reputation management starts with providing an excellent customer experience. However, even the best businesses will have to deal with a frustrated or angry customer at some point. We live in an age where the world and his wife have the ability to post negative reviews and complaints about anybody or anything they choose.
“Nowadays it is a sad fact of life that people will post unflattering comments about businesses all across the web, whether from their personal social media profiles or on formal review sites. But by understanding the basics of reputation management, such as monitoring business keywords online, steps can always be taken to improve the negative and share the positive” said Gerald Irwin of Sutton Coldfield based Licensed Insolvency Practitioners and Business Advisers, Irwin Insolvency.
One of the simplest but most often overlooked elements of reputation management is to ask satisfied customers to leave reviews of your business online. Another important step is to claim local business listings. This gives businesses more visibility in search engines but also gives a formal place to direct happy customers for them to leave reviews.
“Knowing how to handle and respond to negative reviews when they are posted about your business on-line can be a powerful reputation management tactic. It is important to understand how to handle these situations professionally, because responding in a negative, defensive, or uninformed way can sometimes cause more harm than good,” added Mr. Irwin.