When a consumer looks for your brand, your services or products they look at reviews, the company website, and social media platforms. Reacting and taking action to any potential negativity is a top priority for us because we can avoid a major crisis. Here are three ways your online reputation can get harmed:
- Influencers negative comments
So you are providing a service or a product, maybe an experience. And between your customers, there’s one with a lot of followers, just enough to make an online revolt. If something goes wrong they usually documented it, make a minute by minute description of the situation. This affects all kind of business, small dry cleaners, big airlines, famous restaurants… everyone can be the target.
How you react when the mention pops up is key in this kind of situation. You can’t be online all the time, waiting for something to happen, that’s why we monitor your information and online presence, so when someone mentions it in a negative way, you can react quickly and in a smart way in order to transform it in a positive reaction. We can take all their followers and show them how when your brand makes a mistake, it makes something right to compensate. Being prepare to any eventuality can transform a crisis into an opportunity. That’s why monitoring is crucial.
- Not replying
Once your business starts using social media, you have a dialogue, now the conversation starts. Customer service builds the relationship with your consumers. Any damages can be caused due to failure to reply customers comment or inquiry. Updating your information and replying all comments are part of the job of being online. When a brand ignores the user, they are saying “we don’t care about you” and that’s a severe statement.
And what if it’s a negative comment? How can you deal with it? It’s important to know how to respond and be sure that you get to answer all the comments, not only in your own platforms but in forums or other online presence you may have that you don’t even know about.
- Negative media coverage
Once the media gets involved you have to do a lot of actions to change the conversation. Everyone can have five minutes of fame, Andy Warhol used to say. But nowadays that fame can be negative online information about your business. With the monitoring, we can detect a news breakout and control it. You have to be prepared to make a statement. Recently the brand Hawkers in Mexico suffered from media coverage because a comment made on their Twitter account, then followed by their spokesperson Sergio Perez who was offended by the tweet. The brand needed to be prepared to react, every second is precious in this kind of events. Are you prepare if something gets the media attention?
How to be ready in case of an eventuality? First, you need to know what’s happening, if you go ignorant about your online presence, much can be said without the opportunity to make it right and to use the information to build your company’s good reputation. Get connected to your customer’s needs, get to know what they are saying about your brand!