Online Reputation Management Strategies for Small Businesses

In the business world, companies and individuals make a supreme effort to promote themselves to clients or customers in their chosen industry. Forbes contributor Cheryl Conner says, however, it is all but inevitable that some bad press would be flying and the customer base may be seriously affected. Such incidences could be fixed through some sort of discreet but effective damage control, with the help of online reputation management specialists like Reputation Local.

Reputation Management-When Your Business Is Disparaged Online

Online reputation management (ORM), by definition, is a series of activities aimed at preserving an individual’s or organization’s credibility in cyberspace, while staving off any unfavorable content. There are some options you can work with to keep the business as clean as possible:

Scanning the web

It’s important to have people on alert for any negative online material that may pop up, so the content could be flagged and a proper plan of action prepared. If you have social media accounts, check back regularly for updates as some people may leave comments on the pages. Beware of any comments that are seriously below-the-belt. Conner also advises against deleting any comments as users can discern breaks in the correspondence and may preserve screen caps of exchanges for future reference.

Engaging the client in dialogue

Active engagement is part of reaching out to your customers/clients, but you will have to be on your most diplomatic stance in dealing with them. Your ORM advisers may recommend you activate a feedback channel on your website and let a subordinate collect all incoming feedback, plus each sender’s contact details. Ideally, you should thank the positive reviewers for their correspondence, but it’s the negative feedback you have to deal with promptly.

To combat negative feedback, the author suggests you contact the senders and invite them each to a private sit-down or chat so you could listen to their concerns. This is your opportunity to discuss appropriate solutions for their concerns, and to encourage them to follow up if the problem was dealt with.

Running a business is like manning a ship through uncharted waters and freak weather conditions. As the captain of the ship that is your business, you and your team have a responsibility to make sure the bulkheads are secured. Effective online reputation management services can help you avoid the torpedoes of online content and adeptly reach calm waters.

(Source: Reputation Management: When Your Business Is Disparaged Online, Forbes)

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.

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