*Impacts of social media on business online reputation
*Why it’s important to manage your online reputation
*How to convert angry customers to brand advocates
Your business online reputation is important in today’s internet-centric world. But the question is how do you go about it? The Internet has taken over almost everything.
Your business online reputation is everything. For business owners, your reputation could be responsible for how potential customers will decide whether or not to buy from you.
From booking your hotel online to shopping or e-commerce websites like eBay.com and Amazon.com, the advent of the Internet has made things easier for all of us.
Businesses are also massively enjoying the benefits of having an online presence. This is why managing your business online reputation is important.
Managing your business online reputation
It’s an undeniable fact that the Internet has improved the way businesses interact with their customers and this is why it’s important for brands to properly manage their online reputation.
If you care at all about your business online reputation, you should be monitoring your brand name in search results. For business owners, your business’s online reputation is what determines how fast and how big your business is growing especially online.
Brand reputation is too important an issue to overlook. Below are some ways through which businesses can positively and effectively manage their online reputation.
#1]. Set aside time and urgently respond to complaints
It’s imperative for business owners to understand the fact that information travels so fast like a flash of lightning, especially, on social media platforms such as Twitter and Facebook.
For this reason alone, businesses have to set time aside to manage their presence online in order to be able to ensure that their online reputation is not in trouble.
As a business owner, you should be able to response quickly to any questions, complaints and feedbacks. Every business, especially big brands, should have a standard operating procedure (SOP) for such incidences.
#2]. Convert angry customers to brand advocates
Angry customers can be converted to brand advocates if the issue is properly managed by the company. If your business is on social media, it’s important to make sure that you are monitoring customer feedbacks.
Businesses should realise that an angry customer is not just angry for fun sake, there must be something about the company that makes him/her angry. Therefore, an angry and upset customer whose problem was solved is more than likely to become a brand advocate.
#3]. Create a digital customer service
It’s very important for your business’s customer service department to work with the social media team to create a digital customer service and crisis communications plan.
Customers venting their frustrations online is a common occurrence. So why not just have a process for handling such instances?
It’s important for a business to realise that we are in digital age and that how the business is seen in the public eye dealing with issues online can either enhance or break their reputation.
Finally on managing your business’s online reputation
It’s time for business owners to take how they deal with issue on the Internet, especially, on social media really serious as the negative as well as the positive implications are tremendous.
Almost everyone has access to social media and couple with the fact that news travels really fast, there is a need for businesses to adapt and equip their customer service well against online reputation issues. The fact is that for every thousand happy customers, there is always one or even more who isn’t.
So, dealing with customer’s complains especially on social media platform like Twitter in the nick of time will further strengthen the company relationship with their customers.
I hope this article will help you understand why your business’s online reputation should be taken with all seriousness. Let me hear your thoughts in the comment box below.