This weeks topic of reputation management struck a chord in quite a few ways for me. I tend to crowd source reviews whether its a product, place, or companies reputation. I have taken to social media before to review not only negative experiences but positive as well. This has helped me to resolve previous issues and also share the same feedback from others in my circle. The adweek article by Lucia Moses presented an infographic with the top 5 reasons U.S. based internet users use social media for customer service.
No matter the size of your business your online reputation is one of the most critical elements for continued success. A bad review, rant or blog post can result in a negative effect for any business. Tracking tools are now more than ever prevalent and used to measure the sentiment of posted articles, comments or feedback from an online audience.
The next two articles “Online Reputation: The Only Asset Worth Protecting” and “Reputation Management is Becoming Increasingly Important For Businesses & Individuals” further demonstrated the rise and use of reputation management companies to remove negative online impressions and control the digital footprints of their clients. A customer who feels that they have received bad treatment or did not get value for their money often screams the loudest online.
The increased use of social media sites such as Facebook and Twitter and review sites such as Yelp, Trip Advisor and Amazon have created a platform for users to share positive and negative experiences online.
Reverse SEO has been used often to improve results by pushing negative pages further down the search results and push positive or neutral results higher up the page. It was noted that 94% of people never click on a link past the first page meaning that it is important to ensure that the majority of the search results on the first page of search engines is positive.
Questions to the Readers:
Has social media affected the way you view a certain business?
Have you ever boycotted a company based on online reviews?
Have you ever managed a corporate social media account or responded to complaints by online users?