Reputation management is an important part of any marketing strategy and with today’s easily accessible technologies, it’s all too easy for just one mistake to reach millions of people. Whether you’re just beginning a reputation management strategy or you need help fixing your current one, our digital marketing firm put together a few mistakes that you should avoid:
If your reputation isn’t being threatened, then there’s no reason to do anything, right? Wrong. Many companies are more reactive than proactive when it comes to reputation management, and only take steps to improve their brand when something goes wrong. This is a selective way to take action, and shouldn’t be your main strategy. Instead, you should be building up your credibility and visibility at all times.
If a customer leaves a bad review or writes a negative message to your company on social media, the worst thing you can do is nothing. Customers want to be addressed, and a polite response explaining your side of the situation (and a way to rectify it) is often all that’s needed to stay on good terms with them. This also helps regarding potential customers, as they want to see that you’re a company that takes initiative to make things right.
It’s hard not to want to immediately lash out at someone who puts down your products or services, but aggression is a common mistake among businesses. Instead of defending yourself and taking jabs at the problem customer, do your best to be calm and friendly. A little kindness goes a lot farther than a little defense.
These days, it’s easier than ever to fake reviews in order to boost your company’s reputation, but faking reviews is never a good idea. There are more and more ways to tell a fake review from a real one and if your customers find out that the majority of your reputation is based on lies, they’re likely to move onto the next (real) company. You don’t want to jeopardize the opportunity for future clients just because the easier road is the wrong one.
Criticism can be an incredibly helpful tool to any company. Since your number one priority should be customer satisfaction, what better way to find out what would satisfy customers than to ask? Encourage feedback and reviews of your company and if you receive any negative criticism, don’t just disregard it – use it to your advantage; change the things that need to be changed and you’ll see your customer base improve.