We all say and do the wrong things from time to time. When the older generation were young enough to do something stupid, there were no cameras, video recordings, or live streams to worry about. These days, bad behaviour can go viral in a matter of seconds. What can seem like an innocent prank can be public knowledge or watched by thousands of people all around the world in minutes.
Monitoring and managing your online reputation, or that of your company is a continuous job that helps to develop, nurture, and preserve your brand’s online reputation. It’s really about impressions, much like conventional reputation management. Establishing a digital public image means having one online review at a time, and by that, you would want anybody looking for your brand to see either 5-star reviews or pleasant customer experiences that portray your business in the best possible light. For that to happen, you must be aware of what is being said about your brand online and have a strategy in place to handle problems as they emerge.
There are many tools and methods for managing your internet reputation, but in this post, we’ll look at some of the things you certainly don’t want to do and what should be avoided.
Online Reputation Management To Avoid:
- Ignoring Negative Feedback – good comments are easy to ignore. They do not create much stress. They are read less than negative comments. People look for the bad, and if they see a 5 star review, they skim past it. However, there are some brands who like to brush off negative comments like it is nothing. Defamation and counter-defamation are at the heart of online reputation management; yet, failing to pay attention to unfavourable remarks may spell disaster for your business. In terms of the internet reputation, failing to respond to these criticisms and bad feedback is a “war lost.”
- Arguing with trolls – ever heard the saying, ‘know when to speak?’ The same can be applied in this context too. Never quarrel with someone who complains about a product or service your business has given, no matter how much you want to. We understand that people can be unfair or rude, but you only have control over your reactions, and getting into an argument only harms the business. Hence, maintain professionalism in your answers while emphasizing your desire to fix the issue.
- Always being on the right – Reflection or remorse in stressful situations demonstrates openness and honesty, which may enhance customer relationships. It’s about listening to your stakeholders and not always being the one who got the upper hand. There are often no winners in wars, both sides lose and both sides expend energy that is not necessary. Listen to both sides and try to be as pragmatic as possible.