What is Online Reputation Management?
Your image on the internet matters a lot, and how people perceive you is equally important. Your online reputation is your image online world, And Online Reputation Management is all about improving, or restoring your name or brand’s good standing. Now, this is all about weakening or even about eliminating harmful material and replacing it with more positive content. Improving the credibility & also the customer’s trust in you.
Why Online Reputation Crucial is in today’s Marketplace?
Now for every brand increase sales comes from the trust, And if you wish to increase the sales, then your brand better projects, positive reviews, and footprints on the internet. Your visitors, especially customers, depend heavily on Google reviews, Facebook followings, and Twitter trends.
Now social media and search engines are the new tools for increasing sales. Your customers discuss their purchases to their friends, and when they have a problem, they would most likely spread the word about their experience.
Even from an investor’s point of view, now an investor does not know your company well enough, and will often make the decision on information that is available to them. Once again if you have a negative reputation online, it will show.
How Much Do People Trust Reviews Online?
Now positive online reviews matter a lot on these days and age. Positive online reviews heavily drive customers.
- 97% of customers read online reviews for local businesses.
- 85% of consumers trust online reviews.
- 49% of the customers need at least a four-star rating before making their buying decision.
- 68% of consumers left a local business review when asked.
So, all this data gives us the idea that ORM is essential for any brand. But how do we even find these conversations, how do we also see the problems of the people and react to them?
Are you looking for Online Reputation Management Services in India?
Tools for Online Reputation Management
There are various tools available that make these jobs extremely easy.
- Radian 6
- Reputation Defender
Almost all of them are real-time social media marketing platforms that show brands what they need to know. Like for example, UberVU automatically analyzes the entire brand’s social media data to show insights like influencers, stories that you can leverage in real-time. Yes, it is an expensive tool that costs high, but it even provides a free trial.
You can even check other tools like Reputation Defender and Radian-6. These are paid tools, but they offer free charge for you to check them out and if you like them, then you can buy the monthly payment brochure.
How to deal with negative comments?
Respond to all comments. Now, most companies do respond to complaints that they believe to be genuine, But not to other complaints.
The trouble with the strategy is that other people are watching. Now not responding can be taken as a lack of care or an inability to listen. Even in situations where the complaint is a social media troll, if you can respond with grace and neutrality; this can speak volumes of the integrity of your business to other social media users.
Complaints should be responded to within 24 hours. Let me give you an example. So here we have an example of Flipkart support is helping one of their customers with their issues. Similarly, Jet Airways is also using Twitter to handle customer support.z
Also, I have an example of Umber India support, and I like this message and professionalism that they have shown in the particular problem that the customer is facing. Similarly, in the Intel App as well.
Think before you react. When illegitimate or downright truth complaints are posted, it is tempting to respond in a combative or indifference manner. Instead, take a brief moment and consult on other members of your team on how to respond.
Don’t make assumptions. Sometimes the Customer’s complaints may sound implausible because no one else has ever experienced that problem. But don’t dismiss it or assume that they are mistaken until you have all the information and have checked with the relevant departments or distributors.
Try to inject some fun and humor to your response. Introducing humility shows your brand’s personality and can re-sound discredits very quickly.
Acknowledging your mistakes is another crucial part. Make sure that you recognize your mistakes. It’s often said that denying a problem makes a problem bigger. This is true for social media complaints as well. Most people will be appeased with a simple and direct admission of wrongdoings and an apology.
Take the conversation to other channels like email. If a complaint is particularly aggressive or if a person complains of a sensitive nature, take the conversation to the email as soon as possible. Ask them to message as well directly.