If you think only the “big players” need worry about reputation management think again. In today’s world positive or negative comments can make or break a campaign and even a company. Liken Facebook or Twitter or even Google Places to the water cooler days of old, when a positive or negative experience was passed along at work by the water cooler or over the fence gardening or perhaps while visiting friends on a Friday evening. Well times have changed and today’s water cooler or garden fence is now online. Instead of telling one or two or perhaps three people a consumer can tell their entire group of friends or Twitter followers how they fared when dealing with a particular company or government office. Just this week in Canada a Twitter campaign has resulted in the Federal Government putting a hold on a CRTC decision to force internet companies to begin metering usage. While this decision has little impact on the “Big Boys” like Rogers & Telus or Bell the smaller players don’t have to remove their “unlimited” plans.
We know search engines put greater value on blogs and user generated content so a commentary on how great or “not-so” great your products or services are can have a lasting impact on your business. Google pulls reviews from many different sources that a consumer wouldn’t normally see. How you react to such reviews will say a lot about yourself & your company.
How do you find out what people are saying? How do you stay abreast of statements made? How do you react?
My first reaction is always one of frustration because, invariably there is a story behind the story a “he said, we said deal”.
Take breathe & make sure your reaction is more for everyone reading the review then the original writer. At Unwired Web Solutions we recommend you respond in the positive with an attempt to correct the supposed wrongdoing. Contact us for more information on how we can help you manage your reputation it’s worth it.