Reputation of the business is crucial and Reputation management helps in building brands. The online reputation is built with great efforts and the visibility is improved with a great struggle. Sometimes, in spite of putting 100% efforts customers end as dissatisfied and are not pleased with the products and services.
Another matter to be worried is that the customer’s reviews on the Internet reach to a large number of people. The brand is very adversely impacted by the negative comments and all the efforts and time spent on building the reputation goes in vain. Gaining customer’s trust and experience with the business is very important for keeping the reputation high.
The status of the business on the internet is monitored by managing the negative content that will destroy the reputation and customer feedback solutions are used for providing satisfactory results. In practice, the flow is depicted below:
If the customer experience great feeling, they share with their friends and they spread the good words. Good reputation of the business leads to more revenue generation.
It is very important to know what others say about the business. Google alerts and If This Then That (IFTTT) are activated to monitor the web such that the negative content can be viewed and reacted. Customer’s feedbacks and reviews are used to identify the difference in how the business is identified by self and how it is viewed by the customers.
Because of the negative reviews of the customers, many companies have failed in digital world. Some of them are:
The negative reviews about the environmental practices are frequently received by Nestle. People became hostile and posted against the company and the company was forced to shut the public image.
This company also faced negative tweet against the inability of the company in providing electrical outlets for laptops, which was termed in negative public relation case.
When the business encounters the following things against it, then the matter is to be taken seriously.
At any given point of time, the business should be ready for:
Online reputation can be managed by following some of the following tips:
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