Online Reputation Management Checklist
“The internet is becoming the town square for the global village of tomorrow” – Bill Gates
The world of business and marketing are fast evolving along with rapid technological advancement.
Gone are the days when you had to personally share your sentiments with your immediate family or rant face-to-face about a certain brand or company to your friends and relatives if you want to be heard.
Nowadays, the market and customers are faced with a lot of options. There are several platforms including social media where they can air their testimonials, share their experiences, whether good or bad, with a few uploads and online share.
One unhappy customer can make a big wave…
How about the old-school way? Is it really gone?
Maybe not. According to a customer service study conducted by Zendesk, ninety-five percent of customers share their bad experiences with others. In fact, one unhappy customer shares her resentment to at least fifteen people and these people will also share the stories with others. Undoubtedly, negative comments, whether shared face-to-face or online, can jeopardize the reputation of a brand or business.
Given the increased likelihood of negative comments shared online, it has now become essential for brands to organize an Online Reputation Management checklist or system to guide them on how to respond and how to safeguard its reputation. Having an ORM checklist in place will also help the business or brand identify a potential threat well in advance.
Here’s a seven-point ORM checklist you can use for your brand:
Listen to online testimonials about your brand, employees and management. This is crucial especially for brands which do not have an elaborate monitoring system in place.
Data collection and analysis:
Collect and analyze the data to identify a potential threat which could be simmering beneath the surface. This way, you will be able to address and neutralize the issue before it escalates further.
Establish connections and network with your customers and other stakeholders online. Of course, you need to be present and active on social media platforms where your customers are likely to be. Be part of the conversation.
Be proactive and ask for feedback:
Reach out and ask for feedback whenever a customer comes into contact with your brand. Do not hesitate to request them to rate your brand or the service they got from the staff. Testimonials are one of the most effective marketing strategies.
Invest in systems:
If possible, invest in a user-friendly system that automates the customer feedback process. Ensure that this system is easy to use and will not consume too much of the customer’s time. Systems that are easy to set up and make it easy for customers to rate and review your brand are always the best. Also, since almost all customers are mobile-savvy, the system must also be mobile-friendly.
Utilize negative feedback:
Of course, nobody likes negative feedback. But chances are that your brand will get a few negative reviews along the way. Do not fret, it happens. After all, the positive side is you can utilize negative feedback to improve your brand, your employees or business.
How do you build your brand’s trust factor online? Simple; by encouraging customers to rate or review your brand on platforms such as Google and Facebook. The more positive reviews you get the more potential clients are likely to deal with your business.