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What does your business’ current online reputation look like? In other words, what do your customers say online about your business and your services?
Managing your online reputation is extremely important, especially during these fragile times. People are using the internet more than ever before to find out about the services they need, and your business’ great online reputation is paramount to its success. That means your online reviews!
1. What policies should I have in place regarding managing my online reputation and social networking sites?
You need to have structured policies and procedures in place for yourself and your staff. This will not only allow for regular, consistent content to be published, but it will also allow you to make sure that no offensive content is going up that could be damaging to your business’ online reputation. Along with content policies, also make sure that your staff knows how to handle the privacy of friends and followers on those sites, as well as how to treat reviews, retweets, comments, videos, and images posted.
2. How important is customer privacy when it comes to my business’ online reputation?
This really goes without saying and it is brought up just to prove the point that you must ALWAYS protect your customer’s privacy. This means . . . never sell or give away their information, whether it is their credit card number or their email address. To preserve your online reputation, NEVER give out information about your customer without their permission.
3. How do I deal with a negative review?
If, during your assessment of your online reputation, you find negative reviews or comments, address them IMMEDIATELY. Ask for details on the problems and assure them that you will research it. Also ask if there is anything else you can do to help immediately. Whatever you do, make sure that you follow through. Negative reviews do not have to be a terrible thing – they are an opportunity to make positive changes.
4. Is it unethical to ask someone to remove a negative review?
Once you have taken care of the situation, and only then, to protect your online reputation, it is completely understandable and acceptable to ask the individual to remove the negative comment or review. They may surprise you and, not only remove it but write a positive review on how your company was willing to go above and beyond to make them a happy customer!
5. Can I write reviews on behalf of others?
NO. And this is why it is a BAD idea…it violates the terms and services of all sites and the FTC (Federal Trade Commission). More importantly, it breaks your customer’s trust! If you write a review on your own product, to protect your online reputation be sure to acknowledge that it is a company review and make sure the language used reflects it.
6. Can I incentivize to leave a review?
The answer is a simple...NO. Some companies have created contests and others have plainly given discounts or other incentives for customers to leave positive reviews. No matter how small the incentive YOU SHOULD NEVER INCENTIVIZE ANYONE TO LEAVE REVIEWS! Incentivizing is bribing and any company that suggests this to you can get you into serious legal trouble. More importantly, it will break the trust of your customers – something you never want to do.
If you want more great information, download this free 21-page report "Everything You Must Know About Managing Your Online Reputation" where we go deeper into the secret to boosting your online reputation to 5 stars in less than 30 days!!
With the right online reputation marketing strategy, you can get a 5 Star Reputation and boost your sales exponentially. But it is exceedingly difficult to achieve this on your own. At First Page Corporation, our mission is to help you improve and manage your online reputation. We deliver this through full-service solutions that are transparent, efficient, and cost-effective. Your success is our success!
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