The search engine and social media are the two things that are immensely important for the sustenance and growth of a business. While proper handling of these two vital tools can establish your brand quickly, a callous handling of the same can also tarnish your brand in no time. Online reputation management is a mastery of using the search engine and social media to make a business or brand popular and favorite.

Today, all businesses are going online because the online marketplace is expanding at a lightning speed. It has no bar in terms of time and distance, which can flood a business with opportunities. But at the same time, it brings forth the mistakes and weak points of a business to the public, which can ruin its prospects with negative reviews and comments. Online reputation management shows how to respond to negative feedback.

Customers’ feedback is crucial in today’s business as they influence purchase decisions more than advertising and other marketing practices. You can receive feedback through your website, social media profiles, and other Web 2.0 platforms. Online reputation management monitors, analyses, and responds appropriately to all types of feedback in a manner that buttresses your reputation and brand equity.

How does online reputation management handle negative feedback?

Customers are way more informed and interactive in the digital age because they can shoot reviews and comments online. In fact, they can make or break an online brand based on how they perceive the brand.

Likes, shares, and positive feedback from customers promote and market your brand. Negative reviews from these same customers, on the other hand, can have a long-term negative impact on your brand. Below are some positive review examples and negative review examples:

“A very good example of a very bad restaurant!”

I have never left a negative review in my life. I also think that you can expect some sort of standard when you go out to eat. Unfortunately, the standard at this restaurant was very poor. Where do I start? Having entered the restaurant, we had to wait for several minutes to be greeted

Clearly, feedback like the above are the ones from the horse’s mouth and leaves a bigger impact on the minds of the potential customers than in the advertisement. Online reputation management services conduct comprehensive review management services that protect your business from such impacts.

But ORM is not a reactive or one-time process. It’s an ongoing process that runs in the background, monitoring the channels and taking apt actions. The use of social media listening will enable you to monitor and keep track of the reviews and comments about your business. Remember ‘no review’ is equally bad as ‘negative review’ as this implies that nobody is interested in talking about your business. A sensible review management strategy also encourages customers to write positive reviews about your business.

After you’ve established a strategy for discovering what customers are saying about you online, the next step is how to turn negative feedback into positive using a reputation management strategy.

The process of turning the negative reviews on your social media profiles and channels into positive does not mean deleting them. There are several steps involved in this process, which include:

• Improving customer satisfaction levels to minimize and eliminate negative reviews
• Managing the customer so that they write negative reviews in a positive way
• Responding as quickly as possible to the customers’ requirements or grievances
• Relegating negative feedback so that they don’t appear on the front pages of Google or Yahoo search.

It is important to remember that not all negative reviews are harmful. The majority of the criticism will help you better understand your brand’s performance and target.

Source- Fluidscapes
We are one of the best digital marketing companies in India that provides online reputation management services to all types of organizations. We assist businesses to stay on top of the game by leveraging the latest technologies and breakthroughs in marketing strategies and business processes. Want to grow your business, even more, get in touch with us and we’ll tell you how.