Online reputation management is a part of the social marketing services that I offer my clients. Basically online reputation management helps keep tabs on customer activity (both good and bad) discussing your product, service, or company name. In this post I’m focusing on the bad reviews because that’s what most business owners are worried about, but keep in mind that online reputation management is not just about monitoring the negative reviews, it’s also about finding and encouraging great reviews.
Decision making on the internet has become a business model. Sites like Yelp, Epinions, GetSatisfaction, and Urbanspoon have developed communities based on recommendations for any industry. Retailers and restaurants are among the most popular places to review, but each industry has its place in at least one social review network.
Search engines now index and display these reviews right on the business listing and a low rating could be the deciding factor between you and your competition. Happy customers are are often willing to post their praises, but the most active user is typically the critic.
With a social consultant on your side you’ll know as soon as a customer is unhappy and has started posting negative reviews on social networks. Using social monitoring tools we are able to take direct action and typically correct the problem that caused the customer to post a rank on a social network.
Take a look at our Retailers package or one of our full service social marketing packages to start an online reputation management program of your own.
