Online Reputation Management (ORM) can be a complicated subject to wrap one’s head around, but failing to properly manage your reputation online can be devastating for a business due to the speed with which negativity can overtake a company’s entire online presence. Luckily, there are a few simple ways to proactively protect your business through ORM, gone into in greater detail in this article from Business 2 Community:
1: Stake your company’s online presence, but don’t ignore them once the work is done.
It is incredibly important to make sure that you have control over the official social media locations of your company. Your Yelp page, Facebook, Google Business and many other sites need to be secured even before you open up for business. If they aren’t, an irate customer or internet troll could claim your page and use it to ruin your reputation. However, just making sure you control your page–or even making sure that it is active–isn’t enough. Unlike the peak of a mountain, a social media page is ideally trafficked heavily, and comments and reviews are going to pour in. Engage positively with the customers who are trying to engage with you and your reputation will flourish.
2: Always make sure that you and your employees conduct themselves professionally.
Whether you are responding to positive or negative reviews, comments or press you need to make sure that your behavior and tone are professional and polite. If they aren’t, you run the risk of turning a positive experience sour or amplifying a negative experience. When you react positively to negativity, however, it is a great chance to retain customers, attract new customers and to improve the things that caused the negative press in the first place.
3: Ask, don’t pay, for reviews.
Its just a fact of human nature that a negative experience is more likely to spur someone to action than a positive one. To help combat this, it is important to gently remind customers and clients to leave positive feedback online after their experiences. However, paying for reviews is extremely risky, because it often leads to insincere-sounding positive reviews with passionate negative reviews drowning them out, and it can lead to an even bigger scandal if someone finds out what you’re doing.
Hopefully these tricks will help you to improve your company’s reputation and your ORM techniques!