In April of this year Yelp.com reached 50 million users with over 17 million reviews on their database. If you are a professional responsible for online reputation management it makes you wonder how many other means are there for your customers and critics to share their opinion about your company.
According to a recent info-graphic created by Digimind 47% of American companies’ net worth is tied up in intangible assets like brand equity and reputation. And in the 2013 forecast for number of small and medium sized businesses using online reputation platforms is over 4 million and growing.
You have to be able to take the high road with negative publicity. If you messed up, explain what happened and fix the problem. If someone is just being rude, acknowledge and thank them, then move on. The customer is not always right, but they are always respected.
If your approach to reputation management involves not talking about or planning for negative press then perhaps it’s time to rethink your strategy. Managing your personal or company reputation head on will show that you have listened and that most subjects are not off limits.
Counteracting negativity with negativity is a recipe for disaster. If you can, try to take a positive approach and do your best to present your case online if you deem necessary. If you believe that a formal response is in order, maintain a positive outlook and show that you are open to feedback and will address comments head on.
Learning from the mistakes we have made is key in improving a reputation management strategy. Perhaps you responded poorly to negative feedback. To avoid making the same mistake twice devise a plan for addressing issues and shedding a positive light on your organization.
It is impossible to censor every negative comment and piece of information you have online. Instead respond consistently and appropriately when you do find negative information.
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