The first rule of effective reputation management is to track all mentions of your brand . If you have a brand like Coca-Cola, separate tracking zones between different tools, use automated systems for tracking reviews based on sentiment, but track everything.
The second rule of effective reputation management
Work with all negative reviews, and not just in words . If a negative review is false (written out of anger, with the desire to harm or mock), respond to it neutrally and calmly, pointing out to the author the falsity. Operate with facts. If a negative review is true (the brand really has problems), admit it, say that you plan to solve the problem (describe how) and actually solve it (ideally, inform the author that the problem has been solved).
Basically, these two rules should be enough =)
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Effective reputationmanagement, whether it is the reputation of an individual or a company, in any case presupposes the presence of a well-thought-out work strategy . Because chaotic actions in such matters are unacceptable.
Firstly, I recommend regularly monitoring chinese overseas asia database mentions of the company. Secondly, you need to develop a clear algorithm for reacting to negativity and voice it, or better yet, print it out and distribute it, to all employees responsible for communications. To avoid such cases when, instead of whitewashing the good name of the company, you get even deeper into the swamp.
The basic rules for working with negativity include:
1. Clarify the problem – find out the essence by asking what exactly went wrong, demand specifics.
2. Filtering – you need to be able to distinguish real negativity from fake, which comes from competitors. It is precisely by clarifying the problem and specifying a vague message in the style of “Everything is terrible, you are assholes”, that you can understand whether this is a real review or you really offended the client. Because in fake cases, as a rule, the authors avoid specifics, simply sprinkling synonyms for the above-mentioned expression.
3. Introduce yourself
this softens the flow of negativity, because you stop being an impersonal machine-offender for the client. This is especially relevant for large switzerland leads companies, online stores, where the client, as a rule, does not contact the business representative for a long time.
4. Learn to admit mistakes – an important part of working with negativity. Because simply deleting comments will not achieve anything. The position “I am always right” will not lead to anything good. Hear what dissatisfied ecommerce accounting: a beginner’s guide for 2024 customers are trying to convey to you, think about what can be improved so that these problems do not appear again. The winner is not the one who does not make mistakes, but the one who knows how to admit them in time and correct them.
The POEM strategy will help you increase the efficiency of your reputation management. With its help, you will create the very cushion that will allow you to withstand information attacks from competitors.