Why the Right Approach to Reputation Management is Central to Online Success

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Why the Right Approach to Reputation Management
is Central to Online Success
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Reputation Circle We Believe The Web Should Be
Simple
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• Reputation management is central to any
  businesses online success. Most businesses often
  see reputation management as a cleaning drive,
  where you ward off the negative and hope to have
  a positive image online.

But then, theres more to it. In fact, its more
about ensuring that you are prepared against any
reputation crisis your business may face.
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• Negative reviews can make you look bad online,
  driving the customers away. Does that mean if you
  remove the reviews, the customers would come
  back? First things first its not easy (and in
  many cases, not possible) to remove the reviews
  that have already been posted.

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• If you want to achieve online success, review
  removal is not the right approach. However,
  responding to the review, showing genuine concern
  to resolving the customers issues will be more
  helpful.

You have to be very careful about how your
response projects you in front of the prospective
customers who may read the review and your
response to the review. For starters, if you lose
your cool or try to prove that the customers are
wrong and you are right, you will make the matter
worse.
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Dos and Donts

• Remain calm and composed
• Address the issues, if any
• Apologise for anything that may have gone wrong
• Work with them in resolving the issue.
• Do not respond if a cyber-bully has posted the
  review.

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• Businesses that engage in pro-active online
  reputation management will always directly engage
  their customers through different channels like
  blogging and social media.

You need to give your customers a chance to vent.
Tell them (and also support with your actions)
that you care about them and if you make a
mistake you are more than happy to resolve the
issue with them.
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