Melo Villareal
In Travel related business, reputation is everything. While some may claim that bad press is better than no press at all, this is no longer the case thanks to the Internet and social media in particular. These days, customers irritated by a bad experience with a business can take to the company’s social media page and make their opinion heard far and wide.
Manage your Online Reputation
That’s why so many are looking into reputation management software to help counteract the damage caused by bad reviews. Reliable software allows monitoring of mentions of your business online, which can afford insight into your company’s reputation.
The Impact of Negative Feedback
Those in the PR and marketing industry know what negative feedback can do to a business. Bad experiences spread quickly via social media, often at a much faster rate than positive experiences with a brand or business. A poor online reputation will only serve to drive customers away, usually straight into the arms of a competitor.
In one example, a company plagued by negative reviews lost more than $2 million a year as a result of their diminished reputation. Losses of this magnitude require businesses to go into a sort of crisis mode to determine just how to deal with increasingly negative public opinion.
Social Media
What You Can Do With Reputation Management Software
Tracking down all mentions of your business online can be time-consuming without the proper tools. Fortunately, reputation management software performs a number of tracking functions, such as the following:
- Locate Opinions of Social Media “Influencers” – The more followers a person has, the more influential their opinion. Online reputation management software singles out these opinion leaders and their views on your business, thereby affording a clear picture of how you’re perceived.
- Keep Tabs on Employee Mentions – The right software will also inform you of any mentions involving your company made by employees. This allows you to take a proactive approach should an employee make any derogatory statements about your business.
- Forward Product/Service Email Alerts – You can even set up your software to forward email alerts when customers mention goods and services similar to what you’re offering. While this information is available through searches, reputation management software provides a more efficient process.
Other Helpful Hints
Once you determine that people are saying not-so-nice things about your business, you must develop a plan for turning the tide of public opinion. For instance, directly addressing customer misconceptions can prove helpful. One should approach this subject cautiously, making sure to treat the customer with respect while also providing accurate information.
Another option involves countering bad information with good information. If customers are making damaging yet accurate claims about your business, seek out any possible remedies and implement them right away. Once you’ve addressed the issue, maintain transparency with customers about the process to improve your business. This goodwill can go a long way towards bringing back disgruntled customers while also attracting new ones.
Bank on Your Business’s Good Reputation
As consumers become savvier about shopping for goods and services, businesses must strive to keep up. To this end, online reputation management is bound to become more and more popular as businesses attempt to leverage the power of social media.
