Do you know what is being said about you online? Does it matter?
The answer is a resounding YES! Your online reputation definitely matters and there are certain things you can do to keep an eye out for negative feedback or misinformation when someone performs a quick search on Google. Would you want to do business with a company that was linked to phrases like "worst company ever" and "take your money elsewhere?" We didn't think so. Since you want your brand to be seen in a positive light, make sure you are taking proper precautions when it comes to your business's reputation online.
Why is online reputation management so important?
Take the recent social media uproar involving Applebee's and their inability to handle the situation, for example. It turned into a PR nightmare fast. The good thing is that you can learn from this and avoid their mistakes. Never ignore social media comments that are seeking a response or answer and keep your responses light and professional.
Critics are usually very honest.
When people write online reviews of companies or products, they're usually brutally honest if they're unhappy. Their frustration gets translated to the review and the image of your brand could suffer. If you don't have someone (or a team) designated to search for and manage your company's reputation, potential customers are going to read those negative reviews and assume that they're true. Don't let that happen.
Practice customer outreach.
Reach out to those that have a documented negative impression of you and ask them what you can do to perform better. Word will spread that you value the consumer's opinion, which will turn a negative into a positive and improve your customer service.
Take advantage of the opportunities and resources that AMA Tampa Bay can provide and take the steps necessary in order to improve your online reputation. Learn more about becoming a member or volunteer!