Reputation Management: 3 Tips for Rapid Response to Negative Posts

In emerging reputation management situations, the best way to assume control of the conversation is to provide a fast and effective response. This early engagement, when executed properly, can show that your business prioritizes customer sentiment, allows you to guide the conversational thread, and gives you the best chance for a speedy conclusion of the issue. Here are 3 tips that can help your business respond to negative posts in the most effective manner possible:

* Set news alerts on Google for high value keywords – This is a free service that will monitor breaking news on keywords such as the name of your business, products, and key personnel. The service then provides emails with links to emerging news stories that contain the keywords that you have put on the alert list.
* Monitor social networks for comments, inquiries, complaints, etc. Surveys show that approximately 3 out of 5 consumers on social networks will expect a response to questions and other communications, a ratio that is likely to increase over time. Generally speaking, the high bar for engaging with these customers to address specific issues stands at one hour, but a reasonably quick response will usually suffice.
* Prioritize responses to posts that cite a specific issue – Posts that are based on a specific topic enable a fast response that can solve the issue quickly, which can turn a frustrated customer into a happy one. On the other hand, rambling posts should be assessed to determine whether a solution is possible or not and then be handled accordingly.

Addressing online reputation management issues quickly can resolve small issues before they become big problems. Additionally, providing fast solutions to customer issues can convey your company’s commitment to delivering a positive customer experience, which can turn potential problems into profitable opportunities.

Online Reputation Management Mythology

Brand management practices have been used by companies of all sizes for decades. It’s puzzling then to see that so many companies have yet to implement an online reputation management process to protect the brands that have taken so long to build. Part of the reason for not moving forward here probably lies in some of the myths that surround the practice of online reputation management.

Here are four of the big ones:

1) Online reputation management is an expense we can’t afford – The expense of reputation management really depends on whether an active campaign is being run or whether you’re just monitoring. Google Alerts and Technorati track online mentions for selected keywords like company and product names for free. If, on the other hand, you’re dealing with an attack of negative content the cost of a reputation management campaign can be a fraction of sales lost due to poor reviews or an attack from a competitor.

2) Online reputation management is for companies with bad reputations – This is absolutely false. Online reputation management can protect you from negative publicity but it can also be used to promote positive messaging about your company. People now go online for news, product releases, and research. If they’re finding positive commentary about your company because of your reputation management activity they’re going to be coming your way.

3) Online reputation management only works for companies doing business online – Most people that are going to go online to air grievances don’t care whether the company does business online or not. They’re going to rip the company regardless. Searchers are still going to see the negative content and it’s still going to cost the targeted company.

4) Online reputation management isn’t ethical – Like any industry, there are people that abuse the system for their own gains. Astroturfing, sockpuppeting, and spamming are a few examples of unethical practices. The fact is the companies that last do business the right way and deliver results to clients that protect their online reputations.

Reputation management provides an effective and relatively inexpensive defense that can save a company’s reputation and its sales. For more information on online reputation management for your business, visit: http://www.reputationmanagementllc.com/ or call (866) 530 7703.