Do you know the reason behind the sale of your products and services? It’s the brand’s goodwill and online credibility. It takes a lot of effort to establish goodwill but only a few seconds to demolish it. Your brand’s goodwill and credibility are the wings of its online reputation on which most businesses sail.

Today, it’s very easy for customers to know everything about a brand through articles, blogs, news, emails, and testimonials. Therefore, business owners must take cognizance of every piece of information being posted about them on the internet and how the slightest ignorance might jeopardize their reputation. Competition in the modern age makes the development of an online reputation management strategy more important than ever. A professional online reputation management agency can help your client leave a mark on their audience.

online reputation management agency
online reputation management

 

Things To Avoid

Here, we are highlighting some specific points your client must avoid during an outrage, which can help them mitigate damage –

  1. Ignoring feedback: ignoring feedback is not something your client would like to or should do. However, sweeping things under the rug will eventually turn out to be your worst nightmare. Your client must address things personally and show their audience a culture of excellence. Your client can also get in touch with a professional online reputation management agency for effective strategic response.                                                                                                                                                                                                                                                                                                        Nestlé witnessed an extreme PR disaster when Greenpeace accused them of hazardous environmental activities. Nestlé failed to respond to the issue and worsened the situation by requesting to remove the video. People began sharing a revamped version of their Kit Kat logo over the internet, forcing the company to shut down its page briefly.
  2. Robotic replies: “Dear Sir, your input has been received. Thank you for leaving a comment on our Facebook page; one of our staff members will respond to you as soon as possible.” This response is copied and pasted a thousand times for every bad comment on the brand’s social media. It is not a sincere response. Instead, attempt to respond to each customer as if your company was speaking to them one-on-one. Consider consulting an online reputation management agency to help you draw a positive impact on the credibility of your client’s brand.
  3. Aggressive response: always follow a proactive approach and remember never to get angry or argue back. Remember – your customers are always right. They are the reason why your business exists. The Dark Horse Cafe recently received a tweet from a customer who expressed dissatisfaction with the cafe’s lack of electrical outlets. The cafe answered by saying, “We are not in the office business; we are in the coffee business.” This type of reaction is never effective and was widely reported on blogs as a bad PR case. If things are escalating out of hands, it’s best to consult a media and PR agency for help.
  4. Faking positive reviews to counter negative reviews: many businesses try to deflect attention from an unfavorable review by writing fictitious reviews. Samsung was fined $340,000 for writing fake reviews, according to the CIO. It published positive reviews for its products and negative evaluations for its competitors. If fake reviews are discovered, the company’s trust with customers will be jeopardized.
  5. Not approaching a professional agency: working with a professional agency will teach your client to solve online reputation-related problems. When most brands realize the need for a professional agency for ORM, the damage is already done. So, it is best to consider approaching a leading online reputation management agency to help your client elevate their online credibility and presence.

 To Conclude

ORM is an essential aspect of any business. You must create a robust online reputation management strategy that allows you to browse various online channels and make adjustments to encourage positive sentiment. It is best to consult an online reputation management agency like Facilius Inc. for the same.

We hope this article will serve as a helpful guide to managing your online reputation.