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Reputation Management

 

The internet can help you share useful information and at the same time this same medium can be used to spread negative publicity.

When you start your company, there will come a time when you will have to face an aggrieved customer. This particular customer can spread vile information about your company online.

Various management consultants refuse to accept the full potential of social media, but this attitude is wrong. The sooner you stop these negative talks, the better it is for you.

Here are four tips that your company’s reputation management service should keep in mind.

  1. Keep A Check On Negative and Positive publicity

You should keep a look out for the kind of reputation that your company is getting. When you notice conversation about your company on forums and others, follow it closely. Be prepared to respond and appease the customer if you find that they are dissatisfied.

Enter the conversation at the correct time and offer a solution to repair and curb the damage c. Apologize publicly and offer terms to appease the customer. Publish an apology on all your web pages regarding the issue so that everybody knows what the company’s stand is.

  1. Make Your Company’s Statement Clear

When you see that there is a negative conversation about your company instead of staying aloof and seeing how things unfold, step in. Explain to the customer what went wrong. Get involved in the thread and try to explain clearly. Avoid becoming aggressive. Update all your online channels, like the official website and blogs and clearly define what had happened. Make sure that your official statement on the issue can be clearly found on the internet.

  1. Avoid Being Defensive

When you are interacting with your customers online, do not become defensive. Do not ever deny what has happened. This will further irritate the customer. It is alright if the customer has a different opinion, and it doesn’t mean that they are wrong. When you are defensive on the internet you place your company in a bad position. This will end up showing that you do not care about your aggrieved customers and further damage your reputation. Admit your mistake and try to amend it.

  1. Compensate

When something hasn’t gone well with the customer, accept your fault, apologize for it and compensate. It is not possible to be in the good books of the customer always, but it always easy to take responsibility for the mistake and compensate the customer for the hassle. If you readily compensate a customer, you will see that the customer will become a loyal customer of your brand and will remember the compensation more than the trouble he had to go through.

You never have any control over how your company will be perceived. However, if you know how to manage your company’s reputation online, the search engine marketing company will ensure your company a good ranking.

 

Author – this article is written by Brenda Lyttle

 

 

 

BrandReputationAnd to get rid of bad customer reviews.

If you check out how you get the most visitors to your website, you will discover that most people are searching for your brand or your company name. And you are properly numbered one when people are searching your name or brand right?

But what will happen if an unsatisfied customer shows up as number 2 in your ranking?

I will tell you what happens. The unsatisfied customer is not the only unsatisfied customer you have – you might have 200 or 500 unsatisfied customers. Let’s say you sell to 100.000 people every year. Then 500 unsatisfied customers are not so many.

This unsatisfied customer has made a blog – telling the world have bad  your company is.

Well the first thing that will happen is that more of unsatisfied customers will discover the blog and they will like the blog, they will link to the blog. And suddenly this unsatisfied customer has a strong number 2 ranking on Google when somebody is searching your brand name.

Even journalists are researching on Google – and they will find this website with bad reviews. Maybe your company will end up in the evening news.

And by the way – this is a true story from a travel agency in Denmark!!

Well – lets stop this from happening.

It’s time for you to own the first page on Google. This way the unsatisfied customer will never rank number 2, he will therefor never get many likes or backlinks and you have saved your business.

So lets take a ride on the brand reputation guide.

Your ultimate goal of this brand reputation is to gain control over the first 7 Google search listings. This way negative reviews from your customer complaints are pushed to the second or even third page of Google.

And why 7?

SeoCustomer on GoogleLook at the image here. I am searching for “SeoCustomer”. Most of the time Google will add some extra links for the first result. So there is only space for 7 websites on the first page. So 7 is your magic number.

I am trying to get rid of SeoMoz because they are ranked number 2 when I search for SeoCustomer.

 

A website can only have one result in a search

Your website can only have one result in a search on Google. So if your brand is named “Sandberg Delicious” you will properly rank number one with your normal website.

So you will have to sign up for some more websites.

Begin your brand reputation by signing up for a Facebook and a Twitter account – and remember to include your brand or company name. These social media will surely be high ranking in Google listings.

But of course it’s not enough to just sign up for accounts. You will have to generate some great content. The accounts who have fresh content and post regularly will rank much better and this way you will get a high position.

So with your website, Facebook and Twitter you will now own the top 3 positions right? So we are not all done yet.

 

Video, pictures and blogs

You properly have some videos for your homepage – so of course you will make a YouTube or a Vimeo account for your videos. In fact Vimeo often ranks much better than YouTube – believe it or not (and don’t ask me why). This was number 4.

A lot of the time Google will choose to show pictures on the first page too.

So go to Flickr and make an account too. Be sure you have your brand name in the account name – and write some tags for your pictures including your brand name too.

When Google is showing image results on the first page it shows only one picture from each website. Normally Google will show around 5 pictures. So be sure you are using pictures on your blog, website and Twitter accounts. This was number 5.

Number 6 here is starting a blog.

Starting a blog is a great way to get into Google top 10 but it’s a time consuming one.

But remember you have some content from Facebook and Twitter, so use some of the same content on your blog. Your blog will have a different web name then your website. So it will rank separately. And by the way – Google loves WordPress – so use WordPress for your blog.

And you do have a Google+ account for your company too right?

If not get one now. This can also bring you a top 7 position.

Congratulations.

You now own the first page on Google. And you will push all the bad reviews to the second page.

 

All the best to you, Henrik

 

 

 

 

We spend more and more time on the internet. If you have a business you also know that its important what people are saying about you. In the “good old days” we should care about the words of mouth.

Today the words of mouth is must more important. The words of mouth is now online. With the social media – people can start a rumor about you or your business. The rumor can be both good or bad.

So the bottom line is that we have to check what people are saying about us – right?  Let me take you on a trip on the internet – and show you 10 free tools that can help you to monitor your online reputation… Here are 6 free software you can use. Enjoy.

 

Google Alert
The Google Alert will automatically notifies you when there are new content from news, web, blogs, video and/or discussion groups matches your set of search terms. The notification can be sent to you by email, as a web feed or to be displayed on your iGoogle page.
You decide the frequency of checks for new results. You can choose between “once a day”, “once a week” or “as it happens”.
Great Tool – I just made an alert for “SeoCustomer”.

 

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Technorati
This is one of the most popular search engines of blogs. The conversation can be monitored because millions of blogs are indexed on a real time basis. So go to Technorati and subscibe to a RSS feed and check out if somebody its talking negative about you or your company.

 

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Twitter
Do forget Twitter. One of the biggest social networks on the internet. Twitter is a must like Facebook and Google+. You can search this site or subscribe their RSS feed to monitor what people are saying about you or your company.

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SocialMention
Here you can check what people are saying about you on a real time basis. You really have to check this tool out. Awesome. Its also has a RSS feed. I love this one.

 

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SamePoint
SamePoint analyses millions of conversation in the social media, and it will let you know if the tone of the conversation is either negative or positive. Its headquartered in New York, NY. The social media sources includes Facebook, Twitter, Blogs and internet Forum.

The awesome part it is that it includes sentiment, and analyzing if the comment is positive or negative based on natural language processing.
Samepoint is an early mover in the real/time data and metrics. And yes its free.

 

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Page2rrs

If you ever had been to a website with great content but for some reason lacked something very basic like an RSS feed? Well I have. Page2Rss is a Chrome extension that will allow you to monitor web pages without a RSS feed.

 

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Social media is getting more and more important. And the word of mouth out there is important for your business. So get you free software and check it out.

Enjoy your day

Henrik