In the increasingly networked modern world it has become even essential for your company to be portrayed in a positive light.
However, it has also become more difficult than ever for a business to control what other people are saying about them.
A good reputation often the key to long-term business success. It builds a level of trust that cannot be replicated. Up until a few years ago, a company would often get away with poor levels of service and treating customers poorly. Now it is impossible for even a small business to give bad customer service without some form of repercussion on the Internet.
Typing your business name into a search engine will probably reveal that someone out there on the web is talking about your business, either in a positive or negative fashion. Search engines are putting greater emphasis on the content they can find on blogs or social media networks and these will often appear high up in search results. Unfortunately, this means that one of the top results for anyone searching for your business could be someone talking negatively about it.
If you are responding to negative comments make sure your replies are sincere, transparent and consistent. Provide a full explanation to show where you went wrong and apologise if necessary. Try to offer an opportunity to serve them again and provide a better experience. You should also try to encourage ‘fans’ of your business to leave positive feedback whenever possible. Make sure they are pointed in the right direction to allow them to participate.