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If you’ve ever read Google reviews of a business, you may have seen certain companies respond to negative criticism with grace and tact. They give assurance that your voice was heard and promise to do better.

Monitoring and dealing with negative comments or posts where your company has been mentioned in the digital sphere is known as online reputation management. It’s more than social media management and less than public relations.

 

 

What is Reputation Management?

In Online Reputation Management (ORM), a professional team scours the Internet for posts/articles/reviews that portray the brand in a negative light or gives false information and quickly addresses it either by directly responding to it or clearing up any misunderstanding that may have happened. They will also place positive articles and images designed to boost a reputation while suppressing the bad press.

Business owners who do not learn from criticism and deal with negative comments online are at the risk of losing loyal customers. There is no wisdom in ignorance.

The Importance of Reputation Management

When companies let small comments or posts pile up, customers will begin to focus on that more than the positives. Since the world relies heavily on real-life reviews on products and services, addressing these issues quickly and cordially can help business owners to build brand loyalty.

This is important because a business should focus on high recall value and dedicated customers are necessary for spreading good words about the brand, leading to more credibility.

Why Invest in Reputation Management?

The Internet is frequently weaponized by individuals and groups who fervently decide to hate a brand or company. Websites and social media pages as well as individual haters solely dedicated to ripping apart a business and encouraging others to do the same, unfortunately, exist. Therefore it’s important to invest in Reputation Management.

People also value transparency. When unintended mishaps or reviews based on true events take the front seat, being open to apologize or clarify might be your best bet in building greater transparency.

Companies that lack reputation management usually have a terrible reputation online. For instance, if someone makes a Facebook post regarding a faulty product or service, the company might behave rudely in an attempt to wash their hands of any blame. Not only is this unfair to the customer, but all those who read the response will be equally put off.

A defensive strategy that lacks empathy for customers is a bad strategy. For businesses, it is important to note that while the customer may not always be right, they are valued. A good reputation management consultant or team will improve the company image when handling negativity calmly and professionally.

How Does Reputation Management Help a Business?

A strong reputation management strategy can boost your brand’s SEO while minimizing the risk of running into bad press/reviews. People use search engines for looking up almost everything, rarely going beyond the first page – if your business’ reviews are bad on that first page and then good content is pushed to the third or fifth page, your sales may tank.

So when it comes to reviews, solving an individual issue is more than just good manners, and it urges people to write a positive feedback, enhancing your online rankings.

All in all, with the whole world going digital, Reputation Management is an investment that every company should consider spending time and effort on. Don’t get carried away by “all publicity is good publicity” because it’s not! Ensure your good reputation with Abacus Web Services. Get in touch with us today to discuss your options.

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