Factors that affect Online Reputation
The
Internet has allowed people from opposite sides of the globe to
interact and communicate in real time without exacting a heavy toll
on their finances. Unfortunately, this also means that businesses
trying to build their reputation online can get it destroyed in a
day, and often, without grounds. This makes it important for
companies to always be on the lookout for bad press.
Communication
It’s
always important that companies reach out to their target market; why
else would they take their business online in the first place.
Businesses should be able to respond to emails or comments that they
get from satisfied and unsatisfied customers alike.
Complaints Sections
Companies
that welcome complaints as much as compliments when it comes to their
products and services try to keep an objective view of customer
feedback, with the end of trying to make their products and services
better for their customers. This is preferable to an approach where
sites only publish good comments, while striking out the negative.
What companies should remember is that having a complaints section in
their sites helps keep bad press in check, as customers are
encouraged to vent in the proper forum than having their complaints
on display all over the Internet.
Rebuttals
Another
factor to watch out for is how a business would respond to complaints
and negative comments. Complaining customers who are met with sincere
apologies, admission of guilt, offers of reparation or compensation,
and an overall professional tone of explanation, usually end up
empathizing with the offending company. Take note that angry
responses and aggressive rebuttals only end up becoming viral,
fanning the blaze on the issue that a company would rather expunge.
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