The Power of Your Reputation Goes Online

Search Google for the phrase “customer complaints” and the number of search results you will see is around 7 million. With websites like Complaints.com, My3Cents.com, and RipOffReport.com, it has become all too easy for disgruntled customers and ex-employees to blog away their problems with your products or services. How do you combat this for your own company? Be proactive, not reactive – start your online reputation management program before you have problems.

These websites make it incredibly easy for customers to leave feedback, so Media Genesis recommends that you start by monitoring as much of the consumer-generated content as you can. Search engines such as Google and Yahoo can send alerts that email you the latest relevant content of a particular phrase. And if you don’t have a search engine optimization strategy in place now, begin one! By creating and promoting the positive aspects of your company it makes it that much harder for negative content to surpass the positive. Optimize all digital content on your website, and review any presence you have on social networking sites such as Facebook, LinkedIn, and YouTube.

While implementing these practices can help, they are not a surefire way to avoid negative online attention. If that has been the case, the best policy is to resolve the issues, not ignore them. Even though it might be difficult at first, read these reviews and take these steps:

1. Is there merit in this feedback? Are you aware of the situation, or has it happened before?

a. If not, then provide the facts and ask for corrections

b. If yes, then be willing to listen and correct the situation

2. Be prepared with your reply to the complaint, whether you resolve the issue, or even simply acknowledge it

3. Be open and honest with your consumers, and truly listen to what they say. Customer Service 101: LISTEN

Media Genesis does not view negative feedback as simply an SEO problem; it has helped improve the customer service for some of the largest companies. Any visits to ComcastSucks.com, or “Dell Hell” will tell you that everyone goes through the process of learning how their customers really feel. By being proactive and putting your best foot forward first, you can help minimize the negative attacks. And don’t be surprised if you happen to find an angry customer online, just remember that very few situations are beyond repair and only need good communication.

For information on how to implement an online reputation management strategy, contact Media Genesis at inquiry@mediag.com.