Encouraging customers to post reviews about your products or services online is a very efficient monitoring system to both provide input to your business as well as let other potential customers know about the experience of your existing customers. Positive comments are good advertisements and the negative ones identify areas that you can improve in your business. Negative online feedback can be managed – so that these reviews can be turned into opportunities. Reputation Management is not about covering up mistakes. So, the answer to the question in the following article should be a resounding YES:
By: Alex Larrabee
There are two sides in the online reputation management discussion creating a muddled gray area of ethics. On one hand, you have disgruntled clients and customers writing reviews online. Most of the time, these reviews are based on actual experiences. A customer can walk into a department store and have a horrible experience, motivating them to write a scathing review of the company while telling as many people as they can to avoid the business. These reviews are justifiable, and it’s up to the company to right the wrongs and make sure future customers don’t have a similar encounter.
Yes, Reputation Management is ethical because it is a service to customers (both existing and potential future customers) that is beneficial not only to them but also to your business. Some reputation management companies would encourage you to bury negative comments away from the first page of Google – but you can never hide mistakes! A much better strategy would be to respond to negative feedback, attend to any issues and most importantly, aim to provide outstanding customer satisfaction. Fabulous online reviews will then follow!
Insights by: Jurgen Strauss