Whether you like it or not, your customers are online. And they’re talking about you. Be it good or bad, there will always be users online –rating, reviewing and giving their 2-cents about a company’s products and services. Which is why it is vital that you are online actively managing the feedback and letting your customers know that you care.
Online reputation management is a strategy and process of monitoring, identifying, and influencing your company’s digital reputation and credibility online.
Managing your reputation online is a critical part of any strategy. When dealt with in a timely manner, comments and complaints can be dealt with effectively and/or controlled. Instant feedback demonstrates high levels of customer service and can effectively diffuse negative situations. Such a visible demonstration of strong customer service and problem resolution can have a very powerful effect.
Although you don’t always have the power to control what social media users say about your company, you do have the power to control what you do about it and how you respond to it. A quick response is much better than no response at all. Remember, your customers are online and they will talk about you whether you are online or not. So be reactive and provide them with the best customer service they could ever ask for.
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