Online reputation is very essential for online business. If spoilt a bit may creep for long time and keep damaging your business. So it’s better to get rid off it as soon as possible or take required precautions so that your reputation could not get hurt.
Let’s first understand how the reputation built or damaged online. Online Reputation is directly proportional to users/customer’s experience with your websites and services. The more user is satisfied with your website the less chances are there for negative review.
It doesn’t matter how much you starve to give better experience to your user, one day you might face some bad review because practically it is not possible to fulfill the requirement and expectation of every user. Sometimes some silly mistakes or misunderstanding from user can earn you bad review.
I will let you know few tactics by which you can keep your negative brand reputation up to minimal level and how you can keep your bad review away from user’s eye.
Precautionary Measures: (It is always better to be safe than worry)
Better Browsing Experience: The tag line would be “Keep your user satisfied and give your visitor a great experience while walking through your website!” Keep few important things in your mind.
- Make your websites in such way that it should answer all the questions that may come into user’s mind.
- Do not frustrate your user by unorganized navigation and menus.
- Keep proper hierarchy or presentation of your content.
- All your important pages and customer information pages should be accessible from your entire website.
- Try to make your website fast enough to take your visitors smoothly throughout the website. Delay in opening of Web Pages may annoy visitor.
Following all these points will make your website user friendly and will make user experience better reducing the probabilities of annoying user.
Maintaining User Trust: It is very important to keep your customer happy and satisfied with your products and services to retain the trust of your customer.
The tag line would be “do not leave your customer until they get what they paid for!” Also some important points have to be taken into consideration so far user trust is concerned.
- Do not give fake or wrong information to your customer.
- Fulfill the commitment regarding your product and services.
- Be very communicative to your user and explain as much as you can about your product and services. Every thing has to be very open and clear to the customer about your product and services.
- Keep a feedback and complain section in your website so that you can come to know any unknown issue which might be annoying or disturbing to your trusted customer.
If worked on all these steps may reduce the chances of getting your online image worsen any way. All these things will not guarantee you to keep your online business untouched from bad reputation, but surely can be of great benefit.
Actions to be taken after you hit with bad review: (Tips to cope up with negative review.)
Imagine one person is spitting on you, what would you do? What are you thinking … will hit him. You can escape yourself somehow. Now suppose 100 people are spiting on you, now? How will you escape? In this situation what can help you? An umbrella, over jacket, raincoat or you will run out of the place. NOTHING WILL WORK.
Then what the hell you should do? Here.. the best you can do is that shut the mouth of whoever spitting.
In simple words take complains very seriously and resolve every single issue and problem faced by your respected customer or user.
Revenge and frustration are inbuilt and most powerful characteristics of human, this will only lead to damage and disaster if challenged. Being very attentive and responsive with great humble and politeness will make your customer more comfortable and patient till you find the issues and resolve it.
After resolving the issues, ask the customer to remove/delete the negative review wherever it was published. If it is not possible to remove that ask the customer to reply or make compensatory comment over there. You should also follow-up the respective issues as a company representative in the same place addressing issues in professional way and emphasizing the resolving point.
Keep the bad review away from User’s eye: The websites about consumer forums, review and complain sooner get authority and their pages rank quit good in SE SERPs. This is the reason discussing anything with domain name in such website achieve top ranking for the respective domain name. Any user searching about the website or company with the domain name may come across such negative reviews. This directly creates the negative image of your company in user’s mind.
Sometimes it is not possible to get rid off of it. In this case drags such comments and review out of the user’s eye. To deal such issue creates your company’s profile in some quality and authoritative websites and promote them. Twitter, Facebook, Linkedin etc. can be exploited for this purpose. Along with you can get listing in company profile, business profile and business directory websites; and with good amount of promotion and link building, all these profiles for your website may rank higher in SERPs and will push bad review little beyond the reach of user’s eye.
For successful business keep one thing in your mind that your real business is not your product and service your are providing, your real business is your customer. There must hundreds other who all providing the same product and service. A relationship of trust between customer and provider is the real key of successful business.
