Negative customer reviews may impact the reputation of a company. However, they can easily turn the negativity into something positive with the help of personal reputation management. Are you wondering how? Here are some examples of how some businesses are using this tool to help build their brand image.
Yelp
To help you understand personal online reputation management, here is an example of Yelp. Once, the company found an unsatisfied customer who gave a negative review online with one star. What did the company do? They address the customer’s concerns and own their mistake. Since then, they have followed up on every single review, especially the negative ones.
The quick responses to the negative comments show that you care about the customer’s sentiments. Besides, it fosters a good and long-term relationship with them. It is crucial to get 5-Star Google Reviews and online reputation by addressing the negative reviews.
You may think your company would require a huge PR team to manage the brand’s reputation. But going through hundreds of reviews and analyzing them is next to impossible. Thus, most companies use social media automation tools to manage their online reputation. And these tools do more than just track reviews.
NIKE
The bigger your business gets, the tougher it gets to deal with such issues. From content marketing to researching to support chat, it would be a challenge to do personal reputation management.
If you’re struggling with the same, follow the footsteps of Nike. The company has a separate support handle on Twitter that is dedicated to handling customer queries only. This way, they can’t miss any query or complaint.
Online platforms such as Twitter or Facebook are an excellent way to manage your reputation. They help you stay well-connected with your customers and resolve their issues to provide the best possible customer service.
You can also have a separate social media account that handles that area of your business. It will help you manage your online reputation easily and effectively.
Starbucks
Well-known businesses such as Starbucks always give royal treatment to their customers. They don’t miss a chance to please their customers. It is because they believe their customers have standards as high as their brand.
When customers are given respect and special treatment, they will likely revisit again and again. For instance, if you get your coffee late at Starbucks, you’d get a free coffee voucher that you can use the next time. This technique makes customers satiated and turn into the brand’s loyal customers.
Sometime back, the brand did, however, face an online backlash after a video of racial insensitivity went viral. After the backlash, the company closed its stores, provided the staff with racial bias training, and responded to the criticism online. This incident helps many startups with their retail reputation management.
Whole Foods
Whole foods – an American multinational supermarket – has a great online reputation. However, it also faced a controversy once. The controversy started after the CEO of the company wrote an op-ed explaining his stance on healthcare reform which was his personal opinion. But, it is affected the company. Many customers were unhappy with his stance and created a boycott group on Facebook.
A few days later, the company released an official statement that positively impacted the situation. They also invited unhappy customers to give their opinion on the matter to spark engagement and collaboration with them. Also, it helped the company avoid controversy and manage its reputation.
Therefore, when you get Google review, it is important to analyze it and respond to it promptly if it’s a negative one.
Stamford Plaza Brisbane
Stamford Plaza is a great example of how a business should handle complaints. Sometimes, even your loyal customers can have a complaint. And complaints coming from them are more likely to raise genuine concerns. So, it is crucial to evaluate the complaint and respond to it timely with an actionable solution.
The hotel customer support makes sure:
- Their response commences with “thank you.” Starting with thank you, you would give an impression that you understand the concern and respect your customer’s opinion.
- Next, they focus on the positive elements in the negative comment/review, if any. Doing so highlights that not every experience of their stay in the hotel was miserable.
- Next, they explain how they will handle this problem and make a plan to not let this happen again.
These examples tell us how essential online reputation management is for a business. Even well-known brands with millions of customers care about their online reputation. So, whether you are new as a business or have been running it for years, you must know how to manage your reputation online. Creating and maintaining your brand image is easier in today’s technology-driven world.