Online reputations are a crucial element to a business. A reputation can be built on positive online reviews, but it can be damaged by them as well. It can take a company months to rebound from negative reviews or press. Online reputation management is a must to help with a crisis or maintain a good reputation online.
A bad reputation can cost a company money, sometimes in the millions. Take the case of United Airlines and how they did not serve a customer well. David Carroll saw how the airplane loaders were not handling his guitar well. When it came up damaged, he tried to reach out to the company and get it fixed. He didn’t receive the response he wanted, so he wrote a song and it damaged the company’s profits. Their stocks plummeted and the public reacted.
Online reviews can have an even larger impact in the long run. Studies have been conducted on review sites like, Yelp. Positive reviews can slowly increase the profits of a business, but the negative review can accomplish the same thing. A company needs to pay attention to their online reputation and how it affects their business. If their is a problem with their reputation, a company needs to figure out the source of the issue. That may not be easy. A company may need to hire reputation management consultants that specialize in online reputation management. They train and work in the field of search engines, review sites, and social media.
Ways to fix bad reviews can be as simple as making sure customers are happy before they leave. Do not let them leave if they have an issue, because it can lead them to posting negative info about your company online through a review or social media. Also, make sure your employees feel happy and satisfied. Any employee unhappiness can translate over to the customer being unhappy.
Negative reviews may sometimes be unavoidable. Companies, like The Search Fixers, specialize in online reputation repair services. They also help in search engine optimization, which means they try to make sure the positive information is the top result. Don’t let your company suffer because of one bad transaction.