Reputation management is important because a good reputation contributes to successful sales. Negative reviews on a Google search results page can reduce the likelihood of an order by 21.9%, and several negative opinions – by 60-70%. Customers often make purchasing decisions based on reviews from other buyers, so building to improve your online a positive reputation and managing negative reviews become important marketing tasks.
Reviews and feedback from customers phone number list help companies understand what customers like, what products they are ready to buy, and which they do not pay attention to. Online reputation management includes working with social to improve your online networks, a corporate blog, a company website, forums, media, positions in search engines, reviews on marketplaces and review sites.
What to do if a company faces negativity
A certain amount of negative feedback is present in the work of any organization: it is impossible to please all customers. And here it matters how you can handle to improve your online conflict situations. But if so many negative opinions have accumulated that it has led to reputational losses, it is necessary to take urgent measures show where you are on the map to correct the reputation before the situation becomes critical.
- First of all, it is worth figuring out what caused the negativity. It may be related to both real problems that the company’s clients have, and to black PR ordered by competitors. In some situations, even an accident, such as a bad joke, may be the cause of a reputational collapse.
- When the cause is clear, it must be eliminated by appropriate methods. If we are talking about a targeted attack from competitors, the matter may even go to court, but fortunately, the conflict can usually be resolved by more peaceful methods.
- If you are not confident in your abilities or do not have the necessary skills, use the services of promotion and advertising specialists. They will help you clean up your reputation on the Internet quickly and professionally.
Where to start to fix the situation
The first and most important step that every business owner should take when faced with a tarnished reputation is to monitor mentions. It is necessary to track all Internet resources where the company is discussed and analyze where negative reviews are most often found and on what principle they are built. Information that will be useful for improving your online reputation includes:
- data about users who leave reviews (gender, age);
- frequency of mentions of the company, both positive and negative;
- the most common reasons for user dissatisfaction;
- topics and news items in connection with which your business can be discussed.
This information will allow you to bulk lead work with target groups, create optimization strategies that will change search results, and neutralize errors in time that can lead to a drop in reputation. You can independently improve your online reputation by competently working with negativity:
- timely responses to negative reviews;
- polite tone without aggression or excuses;
- proposals to resolve the conflict situation;
- taking into account customer comments and taking timely measures.
Apart from personal work, there are also professional tools that can help you clear your good name through marketing strategies.
Reputation Cleaning Tools
If you want to improve your online reputation, you will most likely need the help of so-called reputation managers. These are specialists who work directly with the company’s reputation and are engag in its promotion, management and neutralization of negativity. Improving your online reputation requires a set of measures that specialists will help you implement.
- Reputation managers will analyze the market and the reason for dissatisfaction, work with the negative and increase the number of positive reviews, and, if necessary, announce new company opportunities that will overshadow the previous negative.
- The next stage is SERM. This is search optimization, similar to SEO, but aims to promote not the company’s products and services, but positive reviews. Positive information about the company is display at the top of search results, and this works great to create a positive image.
A competent SMM campaign completes the set of measures
Marketing in social networks can attract new clients to you, who will pay attention not to old negative reviews, but to the results of your work. The main thing is to avoid old mistakes and not to worsen your reputation again: it is very easy to ruin your name on the Internet.
If the reason for the decline in your reputation is not the company’s mistakes, but deliberate sabotage or an attack by intruders, the set of measures to restore the company’s image also includes dealing with slanderous information.
Specialists contact the owners of the sites where false negative reviews are post and provide truthful information. As a result, the owner may meet the company halfway and remove the slander from their site. In advanced cases, it is necessary to resort to legal proceedings.
Not every business can afford to employ its own reputation manager and handle negative online content on its own. If you need to fix your company’s image but don’t have the personnel or resources, contact an agency – leave the problem to the professionals.
