Reputation management is increasingly important to any online business. One of the most important aspects of this type of management is to understand and assess the types of activities that can cause damage to your brand and your business.
Damage to the network and bad publicity can be hugely expensive and harmful to the company. There are examples where companies have ceased trading following the damage incurred when their reputation was affected negatively online.
Here are some of the mistakes you need to avoid to maintain a good reputation Business Online:
Manage content creators!
Who is to create your content? Make sure that they are following strict guidelines, corporate branding manuals and strict language and decency regulations. Keep your content professional and appropriate at all times. No company needs disgruntled employee or someone who has had too much to drink at the office party post comments or content online for the world to see! Make sure that the people who have the authority to speak on behalf of your brand can be trusted to be professional and brand loyalty produce high quality content every time. If you’re doing it on your own, do not ever be tempted to send when you are under the influence or in any way distracted. Consider sending online as important as face-to-face meeting with an important client.
The customer is in fact always right!
Do not argue with customers online. In fact, if you can, try to avoid arguing with the customer at all. In the long run, it serves little purpose and usually all it achieves is heated exchange and bad publicity for you and your business. As business owners we understand that we can all come difficult customers that are almost impossible to please. The best thing to do is to stay calm and professional. It is also worth remembering that there is no unreasonable or difficult for no reason. Most of them will have their own angle and if you take the time to understand and evaluate its position and views and it can be much easier to reach an agreement or compromise. If your business is to teach that there is no point to take a defensive stance. Doing this will only service the fan the flames of discontent anger customers and could lead to a lot of negative comments posted about your business. Instead of taking a humble and helpful approach. It can cost you in the beginning, but it will reap read in a long time. Want to be known as a helpful company resolved issues quickly with no argument, or a company that was unhelpful and discourteous to customers? If you were a customer that companies would be attracted to?
Be honest and professional at all times!
Telling lies, exaggeration and behaving in an unprofessional manner are all huge no no’s. Keep a good level of decorum online. There is no need to send silly pictures or tell jokes, and certainly, but you can be friendly and approachable, there is no need to use competition as the butt of the joke or subject of ridicule. Many companies have used this method and quickly regretted it. Instead, be professional and charming, but also to be knowledgeable and enlightening. You can be a fun and funny in some cases, but only if it is appropriate.
Finally, and most importantly you can, make sure all your team is in compliance when they are posting online. Post as one voice and one character – that is the voice and the nature of the brand, not you and not the other individual. If you can accomplish this and avoid the pitfalls above, you will go a long way to keep your reputation online.