Every business owner should be able to answer that question with confidence. Your reputation is crucial to your business success and online reputation management is key element to maintaining a good relationship with customers.
Business owners today need to be monitoring what’s being said about them online and actively engaging with customers.
As Chistopher Null says in a blog post at PC World:
“The information about your business that’s available on the Web is absolutely critical. If you’re not keeping a close eye on your company’s online reputation, you might as well hang up a “Sorry, We’re Closed” sign.”
Just as you need a strategy and plan to guide and manage your digital marketing, you need a similar plan for ORM.
The core elements of that plan include monitoring what is being said about your business in the social media world and responding to those comments — positive and negative.
In addressing negative comments, be honest and be fair. It is not going to help if you get into a shouting match with a disgruntled customer online any more than it helps to have an argument in your place of business. If you erred, admit your error. If the customer has a problem address it proactively. The goal is to turn negative reviews into positive reviews.
Even if you are not able to satisfy a disgruntled customer, the very fact that you are making a sincere effort is going to be obvious to others witnessing the exchange and that cannot hurt.
Reputation is a significant factor in business. A strong, positive reputation is a business asset with real value. Taking the time to monitor and protect your reputation is not optional, is a necessity.
If you want to learn more about how you can protect you online reputation, contact us.