Your business’s online reputation is important in today’s internet-centric world. But the question is how do you go about it?
The Internet has taken over almost everything. Your business’s online
reputation is everything. For business owners, your business’s online
reputation is how potential customers will decide whether or not to buy
from you.
From booking your hotel online to shopping on e-commerce websites
like eBay.com and Amazon.com, the advent of the Internet has made things
easier for all of us.
Businesses are also massively enjoying the benefits of having an
online presence. This is why managing your business’s online reputation
is important.
Managing Your Business’s Online Reputation
It’s an undeniable fact that the Internet has improved the way
businesses interact with their customers and this is why it’s important
for brands to properly manage their online reputation.
If you care at all about your business’s online reputation, you should be monitoring your brand name in search results.
For business owners, your business’s online reputation is what
determines how fast and how big your business is growing especially
online. It’s too important an issue to overlook.
Below are some ways through which businesses can positively and effectively manage their online reputation.
#1). Set aside time and urgently respond to complaints
It’s imperative for business owners to understand the fact that
information travels so fast like a flash of lightning, especially, on
social media platforms such as Twitter and Facebook.
For this reason alone, businesses have to set time aside to manage
their presence online in order to be able to ensure that their online
reputation is not in trouble.
As a business owner, you should be able to response quickly to any
questions, complaints and feedback. Every business, especially big
brands, should have a standard operating procedure (SOP) for such
incidences.
#2). Convert angry customers to brand advocates
Angry customers can be converted to brand advocates if the issue is
properly managed by the company. If your business is on social media,
it’s important to make sure that you are monitoring customer feedback.
Businesses should realize that an angry customer is not just angry
for fun sake, there must be something about the company that makes
him/her angry.
Therefore, an angry and upset customer whose problem was solved is more than likely to become a brand advocate.
#3). Create a digital customer service
It’s very important for your business’s customer service department
to work with the social media team to create a digital customer service
and crisis communications plan.
Customers venting their frustrations online is a common occurrence. So why not just have a process for handling such instances?
It’s important for a business to realize that we are in digital age
and that how the business is seen in the public eye dealing with issues
online can either enhance or break their reputation.
Finally On Managing Your Business’s Online Reputation
It’s time for business owners to take how they deal with issue on the
Internet, especially, on social media really serious as the negative as
well as the positive implications are tremendous.
Almost everyone has access to social media and couple with the fact
that news travels really fast, there is a need for businesses to adapt
and equip their customer service well against online reputation issues.
The fact is that for every thousand happy customers, there is always one or even more who isn’t.
So, dealing with customer’s complaints especially on social media
platform like Twitter in the nick of time will further strengthen the
company relationship with their customers.
I hope this article will help you understand why your business’s
online reputation should be taken with all seriousness. Let me hear your
thoughts in the comment box below.
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