Protecting your online reputation

Posted on Monday, September 16th, 2013 at 1:04 pm by shauli

There is a well-known concept in customer service that a happy customer might praise you to one friend, while an unhappy customer will tell everyone who’ll listen what a terrible experience he had.

This is especially true when dealing with your online reputation. You can have millions of happy and satisfied customers, but they pale in comparison to the few customers who aren’t happy with your company or product. These individuals will go on as many online forums and social media outlets that they can, with one goal, to let everyone else know about their issues with your company. Not only will they be reaching their Facebook friends, Twitter followers and forum readers, but often times Google will pick up the thread, and place some of these negative results on the first page people see when doing a search of your company name.

What Can You Do

The most important thing you can do is to stay on top of the situation, before it spins out of control. There are many different tools that one can use to monitor the net.

-          Google yourself – The best way to see what people are saying about you and your company is to run a google check on yourself.

-          Google Alerts – Set up an alert that will let you know anytime something is posted with your company name or product.

-          Social Search – There are many tools that you can use to search Social Media in real-time. I really like TweetDeck for Twitter, it allows you to set up a column that will show any post on twitter that matches your search terms. Facebook, LinkedIn, Reddit, etc. all have search options on their sites as well.

-          Monitor your websites and blogs and LinkedIn page for negative comments.

Now What?

In most cases, it’s important to engage the disgruntled customer and try and fix the situation. Find out why the customer is unhappy, and see if there is anything you can do to rectify the situation. When other readers of the forum or his/her social media followers see how your company reacted and treated the situation, they will think better of your company and be more inclined to use your company or product.

Turning a Negative into a Positive

Many times once you’ve resolved the issue with the disgruntled customer they will turn into evangelists for your company. Unlike the rest of your satisfied customers, this customer has seen both sides, and will be excited to tell people how your company heard his voice and fixed his problems personally.



Leave a Reply