Online Reputation Management
Managing your online presence
Unlike gravity, what goes up on the Internet will never come down. A posting from a dissatisfied customer or a disgruntled employee to any one of the complaint websites can cost you losses to your business that you can’t even track.
Realize, your customers have a right to expect good service and quality products from you. No one wants to feel as if they have been cheated or taken advantage of. However, the Internet is the Great Equalizer. The opportunity is there for all voices to be heard but once an online complaint is posted, it simply will never come down.The unfortunate nature of these negative comments is that you might have 75,000 customers who are satisfied with your services but have 300 complaints (which you have diligently worked to resolve). Only .04% of your customer base can be disatrous to your business. Even clients who have no web presence at all may already have a negative reputation to deal with.
The first step in online reputation management, is to take the first step.If you ignore negative commentary, hoping it will go away, you will find yourself in a crisis from which you may not be able to recover. But if you approach the rebuilding of your reputation without delay, strategized for rebuilding your reputation and clarifying your message, in time you can develop a positive online reputation to replace the negative commentary. It can be done. Our sister business, ORMGoddess.com, can provide direction and recommendations for helping your online presence.
Having your character assassinated in print is difficult to see, especially when you are not able to defend your position. However, you cannot achieve success, except to respond on your own turf. Some people get a perverse pleasure in attacking others—especially from the safe environment of their faceless computer. Build your reputation, don’t defend it.If you have suffered online complaints, you know how difficult it is to have your message break through the clutter. The potential to stir up rabble-rousers who love a good fight, by responding in the same venue, is not wise.
Crisis management teams up with online reputation management
TAO Consultants’ strategy to deal with online reputation damage is extremely effective. For some time, TAO Consultants and Bernstein Crisis Management have approached online reputation management as an extension of crisis managment strategies focused on the Internet.