Reputation Management and Your Brand: Why It Matters
Posted on July 15, 2013 in SEO, SMO by cmblogger
As parents we remind our teenagers that pictures and status updates last forever in cyberspace. But have you given much thought to the way your brand is coming across online?
Like a 16 year old making occasional poor judgement calls, bad reviews and other negative content is inevitable, part of a company’s maturation process on the web. Being prepared for these eventualities with strong reputation management is an essential part of any branding strategy.
It may seem obvious, but regularly monitoring your social media and the web for mentions of your company, its leaders and its products and service are key elements of a successful reputation management program that many overlook. A minor customer complaint on your Facebook page can gain far more power than it initially deserved if it goes unaddressed.
More than ever, your consumers have plenty of opportunities to discuss your products and services online. While it’s unlikely, one hopes, that your quality assurance VP has been tagged on Facebook recently chugging a beer from a coworker’s shoe, these comments, reviews and posts also remain forever on the web, defining your company in ways you may never have intended.
Even if nothing can be done for the consumer (or if what they’re complaining about is factually incorrect), simply addressing their concerns in a pleasant, professional way speaks volumes about your company. Indeed, good reputation management may serve as an even more meaningful advertisement for your business than a positive review. Stay vigilant, and you’ll protect the brand you’ve worked so hard to build.