3 steps to getting started with Search Engine Reputation Management (SERM)Munira Rangwala
Any entrepreneur who is marketing his business online will tell you how important it is to create and sustain a stellar reputation in the digital world. A few negative comments and unfavourable feedback can do more harm to your business than you can possibly imagine. This is because in the online space a company's market value is directly related to its reputation. When consumers come across something negative about a brand during their online research, it influences their buying decision. While it is impossible to avoid negative comments completely, companies can appoint a good Online Reputation Management (ORM) company to help them regulate customer feedback systematically. Today, several disgruntled customers use blogs and social media to post scathing reviews of products that haven't met their expectations. If you want your brand to survive these remarks and emerge victorious, here are three steps to help you get your Search Engine Reputation Management in place:
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Supervise your online reputation
The first step to protecting your online reputation is knowing how to monitor it. Start by finding out what people are saying about your business in the online as well as offline world. When you know what to expect, you can placate angry customers as soon as they write venomous comments about your brand online. If you fail to monitor your social media pages effectively, you'll not be able to nip potential problems in the bud, which will only create further issues for you brand. Make use of online tools like ‘Ice Rocket’ and ‘Me On The Web’ to keep a close watch on any mentions of your business.
Make smart use of social media
Online reputation management would be incomplete without factoring in the different social networking sites that a brand is active on. Companies should make use of their social accounts to build and maintain an engaged audience as these sites are highly effective for interacting with your customers. When companies are able to build influence and trust with their audience, users are less likely to post negative comments about their business. When a customer posts a complaint, brands should be quick to reach out to the customer and solve their issue before it escalates any further.
Pay attention to what your customers are saying
Instead of ignoring the negative comments you receive, reach out to your customers and find out how you can improve your business. Doing this will not only improve your reputation, but it will also lead to the angry customer giving your brand a second chance. Customer complaints aren't always a bad thing. They can supply you with valuable information that you would otherwise have no idea about. When you are transparent with your customers, you'll be able to build a better business and boost your online reputation.
The above tactics will help you create a strong online reputation so that when a potential customer searches for your brand name online, they'll be encouraged to do busine