The speed and efficiency of communication that the Internet offers today is both boon and bane to businesses. With a single click, business owners can readily connect with their target market. Simultaneously, a single click can also reveal a host of negative comments, posts, or blogs about them. A system called online reputation management came to be for the distinct purpose of saving the day for disparaged companies.
Go for automated monitoring
To effectively implement a reputation management plan, you should learn to track what people are saying about your business in the first place. There are many channels through which you can achieve this, Google Alerts being one of them. In doing so, you will be notified should anything new that speaks about your business come up.
Keep things in-house
If you want to make sure that any customer comment passes through you, put up space in your website where people can vent and air their issues. This way, they won’t have to scour forums or create blogs just to be heard. This allows you to control what goes into public and what should remain hidden.
Respond to negative reviews
The above precautions will be all for naught, though, if you won’t even bother responding to the customers’ concerns. Make sure that your reply remains professional and objective, otherwise your customers might end up getting desensitized to use your comment portal. Apologize for any convenience you may have caused and offer solutions as well as you can.