85% of people will read testimonials or feedback about your company or products online before they purchase from you. 75% of those people are unlikely to use your services or products if they see negative feedback. I’m sure you’ll agree Online Reputation Management (ORM) is a MUST.
The unfortunate thing is that even the most meagre of negative publicity or comment about a company or brand has the potential to blow up into something disproportionate and once the wave gets rolling, it’s hard to stop the tsunami.
We’ve all seen it in the news, established brands and executives losing their jobs or harming the company name because of a careless or an “unthinking” moment on a social media platform.
With the digital market expanding the way it is and the amount of feeds, posts, tweets and pictures and, and, and where do you start? How do you follow what’s being said about your company and by whom? Here are 4 steps to get you started;
Create the Hype – Tell people about your products and services. Tell them why you are the best at what you do and how awesome your customer service is. Let people know what it is that makes your business special and if you can get more people to agree or give testimonials, even better.
Get Involved – Engage, engage, engage. One of the best ways to monitor what people are saying and talking about is to get involved. Follow people, keep up with the trends and see what’s going on. You’ll be surprised at how much you can discover and find out in just 10 minutes.
Encourage more engagement – Figure out ways in which to get people to engage with your company. Some companies run competitions, some send out newsletters and some run online games. It could even just be about keeping people informed about what your company is up to. Have fun, be serious, let people know and get them involved in your business’s “social life.”
Fight Bad with Good – This is imperative. If you come across a negative remark, comment or feedback, always respond kindly and professionally. Don’t think that it’ll “blow over” or “go away.” Deal with it as soon as possible and get it offline. If it’s a disgruntled client, respond to the comment and offer to call them personally. A negative comment can unfortunately quickly grow into a bigger problem than it is. Some industries are prone to this sort of feedback but it helps to be prepared should it ever happen to your business.
Put your feelers out – Monitor your feeds, posts and tweets. Keeping abreast with your publishing will give you a good feel for what works and what might not work so well. It also helps if you are at the beginning phase of building an Online Reputation as you’ll be able to better gauge how to direct positive feedback and how you’d like your company to be viewed. If you’ve already begun establishing an online reputation there are more advanced ways of getting systems and programs to better trawl the internet for you and keep you abreast of much more content.
What would you say is the most important thing to keep an eye on when it comes to ORM? We’d love to hear from you!