After a long break, “Web Lab” is back! And with it, professional discussions of the most pressing market issues. Today, we have collected expert opinions on online reputation management. How to respond to negativity? What needs to be done to maintain a positive brand image on the Internet? And how to combat such a phenomenon as trolling? You will receive comprehensive answers below.
Elena Kamskaya (head/analyst at SeoLib, author of the blog optimizatorsha.ru)
People trust reviews much more than advertising, so a lot directly depends on a company’s reputation on the Internet.
I believe that the most effective way to build a positive reputation is to work efficiently and respect your clients. But, alas, this is not gambling data japan always enough, since satisfied clients rarely leave reviews – this is the prerogative of offended clients. Therefore, good reviews have to be encouraged, and bad ones – responded to in a timely manner.
One of the main mistakes of new companies
The wrong reaction to criticism . They either ignore it completely or respond to it too aggressively (social networks are simply teeming with such examples). If a company enters into an open confrontation with a client, it creates an image of a scam, regardless of who is the culprit of the conflict. From the outside, it looks like the company not only takes money for a low-quality product, but also refuses to take responsibility.
If you simply ignore bad reviews, they accumulate, appear in search results, and there comes a time when it is too late to do anything. Interestingly, this mistake is made not only by beginners, but also by well-known companies – there are many guest post: user research at the home office interesting examples on my blog.
Bad reviews should not be feared, they should be dealt with
On behalf of the company, openly admit guilt. Unsubscribe after the situation is resolved. In this case, they will increase people’s trust and work not to. The detriment, but to the benefit of the. Company’s reputation. After all, no one is immune. From mistakes – it is important to show that you are. Ready to admit these mistakes and try not to repeat them again.
The best way to deal with trolls is to simply “not feed” them
Trolls’ comments usually do not switzerland leads contain any specific comments, they are simply unfounded criticism. Leave your contacts in the public and ask for specific information via email – let people see that you tried to solve the problem.
There are now many services for monitoring reviews for every taste, for now we only need Google.Alerts. I think that the success of working with reputation is measured not by the number of good or bad mentions, but by the number of new clients who come from reviews on the network.