How to Proactively Protect Your Corporate Reputation
November 6, 2012 Pros Corner
Preemptive action is often the best way to ensure the best possible online reputation. Many businesses wait until they have already built up a less than favorable reputation to do something about it. However, when a company works to build a good reputation and manage it from the outset, it is far easier to do damage control if the need arises.
Uplift Your Customers
In today’s business world, it is imperative to start building a good reputation with customers. This means including their reactions in press releases, via social media and with direct communication. Encourage customers to share their experiences with your products or services. When they do, turn the positive experiences into posts, customer appreciation newsletters and so on.
Additionally, when a customer has had a bad experience, do something about it. Proactively work on creating a solution with the customer. If you can solve the problem, customers will often post the experience on social media streams or write blog posts about it. People know that no company is perfect, but those that go out of the way to fix issues usually receive positive reviews in the end.
Monitor Information Streams
When you are in the middle of running any business, including during the hectic days of getting off the ground, time is precious. Of course, your company’s reputation is also precious. To help keep on top of any social media, blog and forum postings, take advantage of internet reputation management monitoring services. As you move forward with building customer relations and forming a positive reputation, these services can help you keep on top of any negativity.
Say a blogger has a terrible time with your company and decides to write about it. The blogger may not tell your company about it at all, but it will be right out there in cyberspace for anyone to see. A management service culls the Internet for posts such as those. Some solutions involve inundating article sites and social media with enough positive viewpoints to drown out the negative. Another solution is to get in touch directly with the customer to see if you cannot rectify the situation, which may result in a positive public response from the person to eliminate the negative.
Maintaining customer relations positively builds your reputation and creates fortifications around your company against any future customer relations incidents. Keeping on top of customer experience and proactively working to increase a positive outlook is also essential.