On Line Reputation Management
Posted April 20, 2009 
Comments(5)
Comments(5) 
Consumers are talking about you and your business
On Line Reputation Management, four words that you as a business owner should be very very aware of, why? because these four words can ruin your reputation and can directly influence whether a consumer does business with you or your company.
I’ll share a story with you about a friend of mine who has recently decided to upgrade their current home by building their own, and over the weekend ,visited a number of display homes of several well known national building companies. The sales people were very polite and helpful, the display homes beautifully displayed and as a result of this first experience, they were very excited about the prospect of building their own home.
When they got home, just to check out the credentials of both of these very well known builders, they typed into Google, “complaints about (I’ve removed the names for privacy reasons) company” and what was displayed was pages and pages of consumer complaints about the companies services, or should I say lack of service, once the contracts had been signed.
My friends have now decided not to use either of these companies because of the range of complaints against them.
One thing that stood out to me, was that neither of these builders had attempted to try and rectify or even respond to these complaints, yet this simple search has just lost them approx $500,000 in business, that was the cost of building the home.
Word of mouth has changed due to the influence of social media and where once a consumer who’d had a negative experience with a company, could only influence their circle of friends at a Sunday get together, today are able to publish their comments to hundreds of thousands of consumers via forum sites and blogs. So word of mouth brand building has changed forever, if you’re not aware of the impact of this then now’s the time to learn and quickly!
There are numerous forum sites active on the Internet, not just Google, that carry complaints from consumers about all sorts of businesses, in fact any company that has a transactional business, deals face to face with the public or advertises on the web is vulnerable.
When planning my last holiday, tripadvisor.com became my best friend, and I changed my airline or hotel choice after reading what other consumers had to say about complaints or comments about their experience with the companies.
It’s estimated that over 40% of consumers who see a negative search engine result, will not use that company, and I cannot imagine how much business has been lost to companies that feature on these forum sites, and more importantly, these businesses are probably not even aware they’re losing business on the web.
So it’s time for you to set up an On Line Reputation Management strategy for your business today, you need to Monitor, Manage and Repair.
Setting up Google alerts is a great start, include keywords that you want to monitor, and once a day Google will send you an email giving you all the information if your name or business is mentioned on the web. Sites such as trackur.com,serph.com etc will all help you monitor your on line reputation.
My advice to you is start monitoring your brand on line today, you just never know who might be searching you or your business right now.
If you would like more information on how to protect your brand on line, please let me know via this blog and I’ll be happy to assist you in setting up an effective strategy to monitor your on line reputation.
