In the age of social media, sometimes a negative customer experience can spread across the internet extremely quickly—leaving a brand’s reputation vulnerable. More than 50% of consumers read at least four reviews on a product or company before deciding to purchase, so it’s important to be maintaining your brand’s online reputation. Here are some tips to do so.
1. Assess where you’re at. Run a Google search on your company and see what comes up. Are there Google reviews? Are there people talking about your brand on Twitter? Make a log of any site your business shows up on.
2. Flag negative sentiment. While assessing where your brand is being discussed, flag any negative reviews or comments that have not been addressed. You’ll want to address these to help rectify any situations you are able to.
3. Respond to the negativity. Respond to unhappy customers directly from your brand’s account and offer resolution. Many brands offer to replace the product, assist further with a call from customer service or IT, or offer a refund.
4. Also respond to positivity. This step is often forgotten while focusing on negative mentions. Responding to customer praises with a genuine thank you message strengthens the relationship your brand has with happy customers, increasing the likelihood that they will come back again.
5. Set up monitoring. Media…