Online Reputation Management: The Best Strategy
by Dave Maloney
Have you ever received an email from an “online reputation management” company who is offering to take care of your company's ratings and reviews across the internet? For a price, they'll go out and search for any feedback on your company or brand, and “clean up” any negative stuff. They may even claim that they work with customer review sites to remove any negative feedback. If you think that this sounds a little too good to be true, well, it is, because they can't.
Customer review site Yelp announced “There's never been any amount of money one can pay -- to Yelp or any third party -- to manipulate reviews.” (Not only is Yelp a great resource for customer reviews of local businesses, any industries, any location, it's also a great place to set up a business profile as part of your link building strategy!)
Your Best Approach for Online Reputation Management
You probably already know the answer to this, but your best strategy for your business' reputation management is providing great customer service: offline - in your brick and mortar store if you have one, and online - in your blog's comments, social media pages like Facebook, Twitter, etc, and review sites like Yelp, Superpages, etc. Respond to comments and feedback, both positive and negative, in a positive and professional voice. Even a quick "Thanks for bringing this to our attention" goes a long way.
Although there is no way to erase a bad review, how you respond to it will make all the difference. Not only will your response (hopefully) make for a happy customer, but your positive message is building a sense of trust and making you look good to everyone else who may be considering doing business with you...it's a win-win-win!
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