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The following article was published in our article directory on May 15, 2017.
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Honestly? Your Member Said What About Your Company? - Online Reputation Management

Article Category: Business

Author Name: Dawn Manning

If you own a business in today's modern world, you know that it's no longer a question of whether you have an online website or not. It's now a matter of what that online presence is. You need to know how people perceive your brand and whether that perception matches the one you want established.

It's not wise to just let things fall where they may when your online reputation is involved. Companies can't just let other people determine what their brand is, they should be the one on top of it controlling the narrative.

This is where online reputation supervision comes in.

What is on-line reputation management?

Online reputation management is the practice of taking charge of a brand's reputation on the web. It involves constant monitoring and making sure that the perception of a business stays on the favorable side by boosting positive content and decreasing the visibility of negative content.

Why is internet reputation management very important?

Everyone is online these days. Your customers have social media accounts, your competitors have a website, and your prospects are scouring forums for product reviews. There is no escaping the power of the internet and how it's become the ultimate source of business for a great deal of brands.

Studies have shown that 75% of potential subscribers check reviews first before they make a purchase and four out of five of them choose the competition after reading one bad review. That's eighty percent of new customers lost due to a possibly mismanaged online reputation.

Take control of what your clients see online and don't let others - your dissatisfied customers or competitors - do it for you. Or it's eighty percent of your new customers out the door before they even reach it.

How do you go about monitoring your online reputation?

There are a lot of details involved in successfully plotting and executing a good online reputation management strategy. Depending on how big your organization is and how much of a presence you already have online, the amount of work and time needed will vary. But the three things that are consistent no matter what when dealing with managing your brand's online reputation are: 1) establishing where you currently are reputation-wise and your goals, 2) fixing any damage and working on accomplishing your goals, and 3) making sure you keep the goals you've reached.

How do you react to bad reviews?

Very properly.
Highlight the main issue and gear your response towards it.
Do some background investigation.
Be polite and earnest.
Apologize for the issue and thank the consumer for putting in the time to let you know about it.
Be speedy.

Nothing gets upset clients more upset than when they think they've been ignored. Always make it a point to reply to complaints within 24 to 48 hours. You want to make sure your side of the story is heard way before other people control the narrative.
Maintaining Your Online Reputation

Performing disaster control is insufficient when you want to be consistent in managing your online reputation. Once you've snuffed out the more critical fires, it's essential that you have a plan in place that focuses on the upkeep. In online reputation management, being reactive is only good if you're catching up. After that, the goal is to be proactive. That means monitoring, tracking, and constantly updating.

What functions do you need in an online reputation monitoring tool?

Real-time updates. Look for a software that you can configure to send alerts as soon as you get an online mention. Many will only send you one email a day and others will require you to log in to the software to access your notifications. These are acceptable options for everyday routine monitoring, but if you're dealing with a launch or something time-sensitive where you want to be notified as soon as someone mentions your brand or name, then it pays to already have real-time update capability in your tool.

Unlimited keywords monitoring. This means you're looking for a tool that lets you set it up with as many keywords and names to track as you think necessary. The most common limit is five keywords per account, and that won't do when you're tracking not only one business and its competitors and keywords, but others as well.

Unlimited results. Some tools have a cap on how many results they can send per month depending on the package you've purchased. You want the software that will send you as many mentions as your keywords can generate.

Direct links to your mentions. For ease of access, you want a tool that takes you to where your keyword was pinged without you having to leave the tool itself.

Ability to track all over the internet. You want your tool to be able to scour Facebook, Instagram, Twitter, YouTube, blogs, forums, news sites - you get the idea. There's no point of paying for something that only tracks news sites and ignores the discussion happening on social media. You need to have access to all.

Do you also need to focus on good reviews?

Definitely. They say you need at least five good reviews to counteract one bad one. Find those good reviews as well. Be approachable to happy customers. You want them to post about their positive experience so your prospects don't just get influenced by those that wrote bad reviews.

Reputation is the key when it comes to business, as you know and businesses are at risk with every single person out there who has a smart phone.

We've put together a presentation on some very smart software that can monitor your reputation for you and alert you the instant something is said online and needs action.

Click the link below to get more information about the whole thing and to learn more about how it's already helping business just like yours!

Keywords: reputation management, reputation monitoring, online reputation management, reputation management software p

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