Online Reputation Management Makes It Easier to Address Complaints

Getting complaints is a hazard of doing business that entrepreneurs and managers should be prepared to deal with effectively. Resolving these concerns as promptly as possible is the ideal move as a lack of action can have damaging and lasting effects to a company’s reputation. However, many still find it hard to handle customer grievances, especially with the increase in the number of social network rants hurled by disgruntled clients to businesses, as online marketing guru John Rampton reported for The Huffington Post:

Since 2011 the number of people who have gone online to post information about problems they’ve had with a company has almost doubled. More people use social networking sites (35 percent) or go to the company’s website (26 percent) to complain.

What Can Companies Do?
Besides the obvious, such as apologize or provide better service, what else can a company do to improve their customer service? In an article by CSI Software, the advice is to let people vent. “If you don’t give them an outlet, they will vent anyway. The longer they hold that in, the more eruptive it can become.” If you can calm the anger soon, it’s less likely they’ll get online and complain or tell their friends.

Reputation takes years to build and only seconds to break. This is something businesses definitely cannot afford to have on their plate as this can have significant effects on their bottom line and future business plans. Rampton made a compelling case for companies apologizing for mistakes they may have made and giving definite promises to provide better services. Apart from that, businesses should also make it easy for customers to air their complaints so that there would be no need for them to vent their dismay in forums where companies have no control.

want to save your companys online reputation

To effectively create a platform where all company and product-related complaints and grievances can be collated for easier resolution, businesses can employ effective online reputation management services. Reliable Internet marketing companies such as Reputation Local have years of experience in managing company reputations in the digital world, as well as sufficient know-how to help companies build systems that enable them to easily address complaints.

Companies would benefit from the efficiency that comes with personalized online reputation management, as these can help them identify matters that genuinely concern their existing and projected markets. They should also realize that not all reputation management tools are created equal, and that these must be designed and created to perfectly suit their particular set of needs.

(Source: Want to Save Your Company’s Online Reputation? Make It Very Easy to Complain, The Huffington Post, March 25, 2014)

About Julie Mirr

Co-Founder of Reputation Local with over 10 years experience helping businesses grow and increase revenues by attracting more local customers using online marketing and advertising, including local SEO, reputation management, and social media marketing.

Speak Your Mind

*