According to a study conducted by Marketing Land and Digitalis UK, 14 of the 50 of the successful brands in the world had negative results show up on the first or second page of Google in 2017. Of course, it’s not surprising for a company earning millions of dollars annually to draw the ire of customers. What’s concerning, however, is most of these organizations pay no attention to negative reviews. As they do business in oligopoly markets, they find it worthwhile to invest more time and money on loyal customers. Unfortunately, for small and mid-sized businesses, the stakes are a lot higher. A single bad result, that too on the first page of the search results, can significantly affect their profits as well as their future success. Considering how search engines expose the vulnerabilities of your company, it’s a good idea to enlist in online reputation management services to grow your business and attract targeted traffic. But a legitimate strategy is necessary; otherwise, you may make mistakes that do more harm than good. Check out a few online reputation management mistakes that might have lasting consequences on your company’s image:
1. Neglecting Complaints
A successful company is bound to attract negative attention, and some of it might even be from customers. The clients may often seem unreasonable or plain nasty. Others might be motivated to slam your business for freebies. Whatever the case may be, respond to each complaint. Even though it is unreasonable to expect that you can please every customer, you should at least make your side of the story heard. If the customer refuses to let up and continues to attack your company online, calmly reply a second time but make it your last. Engaging in an online feud presents your business in a bad light. Rather opt for the high road and walk away without trying to change their mind.
The biggest blow to your online reputation, however, comes from deleting comments. Pretending a negative review does not exist is the worst possible mistake. Address them head-on but in a calm and professional manner. Once other customers notice the complaints being handled promptly and politely, they will realize you care.
2. Feeding Negative Search Results
Focus on the positive and avoid the negative – this mantra will serve you well during online reputation management. Steer clear of submitting or accessing negative search results as it only improves their CTR. And the last thing you want is for a negative review to trend on Google Search. Refrain from adding comments to such websites because it won’t do you any good. Plus, attempting damage control by adding information to such pages only makes the negative link climb up the Google page ranks because the search engine thinks new content has been added to the page. Even if you establish contact, these websites demand an obscene amount of money to remove the listing. Thus, it makes no sense to comment or ask anything on such a platform. Simply ignore its existence and concentrate on the actual problem to decrease the vulnerability of your online reputation.
3. Running Out of Content
Content is king – yes, even when it comes to online reputation management. So, a solid content development strategy must be in place even before you implement your business’ ORM campaign. Believe it or not, but a good content strategy offers better results than any SEO campaign. Plus, it’s a great way to get around trolls who take pleasure in maligning your business. So, post content all over the Internet promoting all the good you do. Eventually, there will come a time when the positive content overtakes, or at least balances, the negative posts online. Don’t forget to include the name of your business everywhere so search engines can index it.
The tiniest mistake in your online reputation management campaign can result in the loss of potential customers. If your business is facing a hard time, there are lots of reputation management companies willing to help you out of this predicament. Just make sure you choose a reliable and experienced company that monitors your online presence and implements effective strategies to undo the damage caused by negative feedback. If you need assistance with this regard, contact us here.