Online reputation is certainly one of the most every business or brand should pay attention to.
Everything is different today than what it used to be a decade or two decades ago when users didn’t really have a say in what was good or bad about a brand. Users and customers have come out of the silence and can generate now a much bigger impact on a brand, a product or a service with what they have to say about it. Users and customers weren’t used to share out loud and tell everyone in all the ways possible, what they liked or didn’t like about what they paid for. Today, everything has changed. A bad testimony can become viral on online social platforms and it can either ruin the reputation of any company and any person in minutes or it can make their sales increase in no time.
That is why online reputation management has become such an important matter in today’s management world. Companies are finally acknowledging their online image is just as important as their bank account, since the first one can definitely save and grow, or destroy the second one.
Just like in every matter, when it comes to online reputation management there are good practices and bad practices, there are many points of view, depending on the importance and the priority people give to, but one thing is sure: there are certain things or actions considered mistakes that companies should avoid at all cost. Here is the list of the top 5 online reputation management mistakes that no business can afford.
Losing control of your brand image
When owners of companies are not aware of how new information about their brands and their products is being shared, they will lose control easily of their brand. If you own a company, a brand, a product or a service, make sure you are the first one to communicate what it going on, either if it is good or bad, you have to make sure the first, official information comes from you, from your brand. Otherwise you will let the media and anybody else say whatever they want about you, and that is not always a positive thing. As long as you can control it and be the first to open the positive trend, things will go much better.
Responding to every single critic
Just like real life, in online reputation management there are battles you will have to choose not to fight. The truth is no company has a 100% customer satisfaction. There will always be people that are not happy or satisfied with what your company has offered or delivered. Here is when you have to decide what is better for your business. Sometimes you will feel the need to respond to every attack you receive, the same rude and violent way they have attacked you, because you get so angry and feel the need to defend your brand, but this can cause more harm than good, most of the times. It’s good that you respond to almost everything. Try to do it in a very polite and neutral way, always with a kind language.
Knowing about absolutely everything that is being said about you or your brand isn’t that difficult anymore. There are plenty of online platforms that will help you monitor the mentions about you and the impact that they are causing out there. Not monitoring online reputation is one of the biggest mistakes a company can make.
Creating Fake reviews
Try to keep things real. It is very commons for brands to start saying and posting and sharing the worst comments about their competitors. The only thing you will receive as a reply is an even worse comment, but now it will be about your brand or product. Either if it is about you or your competitor, try to remain honest and polite. Remember competitors are not always a bad thing to have around.
Having a slow reaction and response
Whether if people are complaining about your brand, or recommending it by saying how fantastic it is and how well it has served them, remember always to react quickly. Saying thank you, showing your brand will always be happy to offer their services or responding to what the customer is asking or claiming for. A slow online response is one of the worst things a company can have because it will literally show people that your brand doesn’t care about them. If you have an online presence, make sure it is always set to answer as soon as possible to the customers.