The online reputation of your business is central to its success. The internet and social media have made it possible for a small number of people to have incredible sway over how your business is perceived. With 93% of people agreeing that online reviews inform their buying decisions, businesses must use both good and bad feedback to improve their business and alleviate any customer concerns. This is why modern businesses need online reputation management.
The core function of online reputation management is to regain control over the conversation around your business. This involves outmatching any high-profile negative impressions with positive reviews, as you present a wealth of content across your channels to explain why these viewpoints are either completely misinformed or written in bad faith. By harnessing the power of your own social media platforms and website, you can carefully curate your brand’s online reputation with facts and thoughtful messaging.
With the backing of a professional online reputation management agency like Primal, we can ensure your customers feel satisfied with your explanation for any issues they face. We have extensive experience working with a host of leading companies to safeguard their reputations, while also helping them generate sincere messaging around a plethora of common concerns.
To effectively combat negative reviews, reputation management specialists first seek out the source of the problem. Once it’s been found, it’s possible to develop a counteractive strategy that completely rebuilds your brand’s reputation. Primal is Thailand’s leading online reputation management agency, with years of experience helping many of the region’s top businesses manage and improve their digital reputations.
For all businesses, we start by looking for the source of damaging comments and reviews. That means conducting an in-depth search of every review site, trade journal and e-commerce website that includes your business. We’ll also delve into every major social media platform – from Facebook to Reddit and WeChat – and find out what people are saying about you.
Informed by this data, we determine what percentage of reviews are positive or negative. From this, we can assess the scale of the problem and workshop responses that address your specific reputation management. After presenting a thorough report about the state of your online reputation, we’ll devise a clear strategy that identifies the major threats, rebuilds public confidence and results in a good reputation for your business.
The rank of your website in search results from the likes of Google, Bing and Baidu can determine the success of your business. But these services only care about the popularity and relevance of your business rather than your reputation. Moreover, websites like Yelp and Tripadvisor make it easy for negative reviews to appear at the top of search engine results. As 85% of people trust online reviews just as much as recommendations from friends and family, businesses must focus on reputation management in case reviews turn sour overnight.
In this technological age, people are increasingly tech-savvy and willing to express their opinions online, even if they don’t have the full picture. With so many people making judgements from online reviews, the marketing efforts of your business can be entirely wasted if a few negative opinions spark a widespread reaction. Don’t be held back by these issues. Develop a reputation management strategy alongside a top-notch digital agency like Primal and ensure your standing remains excellent in the eyes of your target market.
One of the greatest tools a sharp-minded business has to take charge of its online reputation management is the search engine results page (SERP). With businesses of all shapes and sizes wanting to reach the top of Google's search results to attract consumers, the SERP is also incredibly powerful in terms of reputation management. Instead of review sites taking the number one spot for your brand name, it's essential to have your official website and social media pages occupying the top results. This way, people will be exposed to your own brand image before any negative content.
Alongside your website and social media profiles, there are other ways to dominate the SERP with positive content. For instance, optimising your Google My Business page and having a great implementation of local SEO can lead to Google presenting a Knowledge Panel and Map Pack relevant to your business. Although you won't have direct control over this, with an effective approach to SEO, it's possible to provide Google with vital information to increase your chances. With the help of an expert reputation management company like Primal, we can ensure Google's search results work to your advantage.
Your social media presence is where much of your engagement with customers will take place. That's why it's so important to stay on top of your social media mentions if you're going to lead a successful approach to reputation management. As your business can be massively impacted by just a few negative comments that attract lots of attention, putting in place a range of processes that track, monitor and eliminate negative content can make a world of difference. Primal can control your reputation management online with a variety of proven techniques.
With 72% of customers trusting a business more after reading positive reviews online, finding a way to avert negative content is imperative to success. You should keep tabs on mentions for your specific brand and product titles, as well as any particularly public-facing employees that could attract attention on social media. Meanwhile, you should also track significant industry terms and mentions of your competitors to swiftly capitalise on marketing opportunities.
If you have suffered from a series of negative reviews, it's possible to improve your reputation by making it easier for customers to leave positive mentions about your products. For example, you can create social media content that links customers directly to an external review page. Alternatively, you can reply to people who have left negative impressions on review sites in an attempt to explain the situation and offer positive solutions. Ensure your business benefits from a good reputation with exceptional online management from Primal.
It doesn't matter whether you're a small or large-scale business, it's crucial to have a clearly defined approach to reputation management. This means creating detailed information around critical policies, guidelines and tones of voice to be used for both internal and external communications. While this documentation is going to be specific to your business' unique needs, there are several overlapping ideas that should be implemented if you want to avoid a public relations disaster.
First, determine what constitutes a crisis requiring immediate action. To do so, you should consider the platforms where your customers are most active. For instance, if most of your traffic comes through Facebook, it makes sense to quickly address these issues compared to a single comment hidden on a random internet forum. Meanwhile, it's also a good idea to have policies for non-urgent reputation concerns, with appropriate suggestions for response times and tone of voice.
You should also create reputation management guidelines that address obvious internet trolls and people who post persistently harmful content. With these people having the potential to damage the reputation of your business, knowing how to address blacklisted customers and other people with malicious intent is a major concern in the internet age.
With these factors in mind, you should think about creating an extensive response template. This should be an easily accessible document where your employees can find appropriate responses to a range of different customer concerns and complaints. Since your whole team will have detailed information on responses, it should be possible to avoid many of the reputation management issues less organised companies experience. With the support of Primal's experienced marketing experts, we can lead the development of these documents and ensure you enjoy a spectacular reputation amongst the broader public.
Social media and review sites are the first places customers look when deciding which company to support. If they spot a series of negative reviews, they want to know how your business is addressing these concerns. Rather than simply ignoring these criticisms or viewing them as solely damaging, productive reputation management sees these as great opportunities to reinforce a positive impression and increase brand loyalty. In fact, customers are more likely to remove their negative review if they receive an adequate response.
When negative feedback appears on your social media profiles or within search results, it's important to respond quickly. This not only shows how you're paying attention to customer interactions with your business, but also ensures simple concerns are dealt with before they become much larger issues. This is where a detailed response template will come in handy, although you have to be careful to address each concern on an individual basis.
Hitting the mark with your tone of voice is critical when responding to negative content. You should always politely thank your customers for providing feedback, even if the comment is rude or presumptuous. This can have a positive impact on your reputation as you'll be seen as calm and collected, while a raging review might be seen by other customers as offensive and unreasonable. Fortunately, Primal's talented content team has a wealth of experience dealing with negative reviews and customer complaints. With our help, you can safely rise above any reputation issues facing your company and maintain a stellar customer base.
Ensuring your customers feel satisfied with your response is vital when it comes to restoring your reputation. You should always apologise for your mistakes – whether the cause was under your direct control or not – and provide a detailed explanation of the solution you are going to provide. When encountering loyal customers who have expressed significant disappointment with your products or service, sometimes it's appropriate to ask them to make suggestions on how to improve your performance and take genuine steps to implement their advice where possible.
If you repeatedly receive similar complaints, this could signal a significant issue with your business. By delving into this negative feedback, the management side of your company should be able to provide real solutions that enhance your business in the long-run. Meanwhile, you can also satisfy customers by providing refunds or discounts to make up for the poor experience they've had. However, you should be careful about making these offers in public as you may find yourself inundated with requests from other customers seeking an undue bargain.
For businesses that need online reputation management in Thailand, Primal is perfectly positioned to take charge of the conversation. If you’re under pressure from digital channels, we’ll help you see through the haze and direct a digital strategy that addresses the core problem. Our data-driven techniques explore what caused people to post bad reviews in the first place, then use the truth to counter these negative perceptions.
Our expert team knows how to target specific audiences to maximise the effectiveness of our strategy. We’ll monitor our campaign 24 hours a day and provide insightful reports, revealing critical data points and explaining how we’ll solve them. Our proven methods change depending on the issue, but ultimately win over your customers and restore brand loyalty. Don’t let erroneous reviews ruin your business – the online reputation of your business is simply too important. Talk to Primal and find out how we can handle your online reputation management.
Every response to negative online reviews needs to first establish why these issues are happening. Then, you can use your social media platforms and website to address these concerns.
As internet and social media usage only become more widespread, every business needs to be prepared to respond to harmful reviews that can affect the ongoing success of your brand.
Having an appropriate response to negative reviews is critical to changing public perception. An online reputation management agency like Primal can help your business find the perfect words.
Ideally, your business should only create positive experiences. But if you begin to experience negative feedback, the best response always presents the truth in an intelligent and tactful manner.
Depending on the issue’s scale, online reputation management can be a costly affair. However, negative and fake reviews left unchecked can severely impact the future success of your brand.
Digital services like Removify make it possible to get rid of fake and negative reviews. However, a sharp online reputation management strategy involves a considered effort to maintain customer faith.
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