Internet Social Networking and Reputation Management

When a person searches for your company on Google or any other search engine and sees a negative review from a ‘rant’ site, it can have significant repercussions to your online reputation. That’s because more people are likely to see something, and even click on it, when a page turns up on the first page of search results. It is important your company acts swiftly to push these negative reviews off the first page of search results. Here is some advice for fighting back against these ‘rant’ sites.

You’ve probably seen websites like Ripoff Report and Complaints Board give upset clients a sounding board to voice their frustrations. These unverified reviews are almost always negative and can damage a company’s online reputation. This is especially true if these reviews show up on the first page of an organization’s search results where it will appear to anyone who uses a search engine to look for information on a company.

Businesses are not powerless when it comes to dealing with these ‘rant’ sites and the negative content they contain. While you won’t be able to have this content completely removed from the internet, if you are smart with your online reputation management (ORM), you can push it further down the search results rankings where most people will never come across it. We compiled some useful advice to help you fight back against ‘rant’ sites that may be hurting your company’s online reputation.

Don’t engage site or users directly

When many business owners read one of these negative reviews, their first instinct is to start sending out strongly-worded emails that demand to have the content removed. A few will also try to engage with the person who posted the content in an attempt to resolve the issue. We would recommend against both when it comes to a ‘rant’ site where both users and content posted are not verified.

That’s because there have been reports of users posting fake reviews in an attempt to solicit money from businesses who they criticize. A few of these websites also claim to offer paid programs to mediate negative posts but business owners should be extremely wary of any website offering to remove or edit a review in exchange for cash.

Get on social media

If one of these negative reviews makes its way onto the first page of search results for your business, you will want to start up social media accounts to help bury it. Not only do social media accounts hold greater weight in search result rankings, they also provide your past, present and future clients with better information. Even if you already have a Facebook and Twitter, don’t be afraid to expand beyond that with an Instagram or LinkedIn account. It’s also a good idea to get on Foursquare, Google+ and any other sites where reviews are verified by real users and not nameless people who don’t have to be accountable for what they say. Just remember to update these regularly to ensure they stay at or near the top of the search result rankings.

Encourage positive reviews

While people are quick to post negative reviews, sometimes you need to cajole customers to post positive reviews on verified websites. Depending on what your business does, sites like TripAdvisor, Foursquare, Angie’s List or even Facebook can be great places to have satisfied customers leave reviews. Of course getting them to do that can be difficult.

That’s why you should consider offering a discount to customers who post a review of your business on any of these sites. It truly is a win-win situation as you get to build a positive online reputation, have more reputable sites gain traction when it comes to search result rankings and build brand loyalty with customers who will be more likely to return because of the discount offered on their next visit.

Don’t let a negative review on one of the ‘rant’ sites get you down. There are plenty of ways to get a positive message to people through online and social media channels. Let our team of experts show you how it’s possible.

Published with permission from TechAdvisory.org. Source.

164_C_Int RepBetween the smartphones, iPads and desktops we all use, more and more people are spending hours of their day on the Internet. And at one point or another, someone is likely to say something bad about your business online. Whether it is true or not, you need to know how to respond when it happens so you can paint a positive image of your brand. Here’s how you can do just that.

Online reputation management mistakes

As long as you have a successful business or brand, people will always have something to say about it. And when it comes to online reputation management, the goal is to create positive engagement with your customers for the life of your business. So if the discussion about your brand swings negative, here are a few online reputation blunders to avoid.

  1. Ignore negative commentary – when you ignore negative comments or accusations about your brand, anger towards your business can fester, especially when there are a lot people rallying against you. Years ago, Nestle’s brand image was severely damaged by Greenpeace’s campaign against them. If they hadn’t ignored the problem at first, much of this likely would have been avoided. When it comes to your brand, this doesn’t necessarily mean you should respond to every negative comment. If someone is trolling your public discussion boards, then you can give their remarks a pass. However, if the negative post appears credible, you need to address it.
  2. Reacting emotionally – if your reaction to negative comments is to fire back with negative comments, it’s certain to make you look bad. Customers want to do business with a brand that is professional. If you react emotionally or negatively to a customer online, who’s to say you wouldn’t do the same in real life to the person reading it?

How to resolve negative commentary

While you may feel upset by a negative comment about your brand, don’t let your emotions get the better of you by posting something you’ll later regret. Instead, calm down, compose yourself, and follow these guidelines.

  • Figure out what the customer really wants – every customer wants their problem to be resolved, but how they want their issue fixed will vary. Some customers want an apology, others want a refund, and some may simply want the product they ordered but did not receive. Read the negative comment carefully to figure out what would make your customer happy, then proceed in the following manner.
  • Imagine you’re responding to your grandmother – you would never say something rude or hurtful to your grandmother, and you shouldn’t to your customers either. When a customer comes to you with a problem, rephrase it back to them to ensure you understand it correctly, and then explain how you’ll solve it. And just like you would if your grandmother came to you with a problem, be sensitive and do your best to help.
  • Stick to the facts – when engaging with a customer online, the initial comment can quickly turn into a back-and-forth discussion. If this happens, don’t get off-topic when addressing the problem. The customer may try to engage you in a he-said she-said battle, but avoid taking the bait. Respond with facts, stick to the matter at hand, and don’t get caught up in personal accusations.
  • Turn the negative into a positive – negative feedback is an opportunity to improve your business. So be honest with yourself and, if there’s truth in the comment, take a good hard look at your company. Did the commentator point out a glaring problem you can improve upon? Remember, a business is nothing without its customers, so it makes sense to do your best to please them.

To learn more about how to best manage your online reputation, or for assistance with any of your IT needs, get in touch with our experts today.

Published with permission from TechAdvisory.org. Source.