When it comes to business management in 2021, and beyond, much of the business landscape has shifted toward the online space. The ongoing holiday season is filled to the brim with holiday shoppers looking to make all their purchases online instead of in physical establishments, mainly to limit the potential of infection from the COVID-19 crisis. With so many things going on in the current year, the business landscape is one of the sectors that have taken the biggest hits. Many companies are looking into Reputation Management Software to improve their online reputation.
Even for startups looking to make their mark, the overall direction remains the same — which can be a blessing in disguise. It simplifies much of the processes that go into boosting brand recognition and gaining success as a business. If a startup wants to succeed, it would be a good idea to render all products and services online and ensure search engine optimization (SEO) solutions are applied to help boost overall brand exposure.
That said, there is more to digital marketing than a higher spot in the search ranking and more overall online traffic. Even if all a company cares about is the bottom line, things will quickly take a turn for the worst if they do not focus on online reputation management. It pays to know when the user’s company is mentioned, so reputation management software is so crucial. That said, there will always be a chance for negative reviews no matter how hard a business owner might work — and how they respond to such criticism can make or break any digital marketing strategy. Here are a few ways to respond to negative reviews online.
Understand the difference between negative and constructive criticism
The trouble with negative criticism is when the reviewer does not provide any means of potentially turning the situation around for a business. They can talk about how much they hated a product or service, but not why. In such situations, it would be a good idea to prod further and ask for specifics. Unfortunately, not every reviewer is willing to respond to such matters, so all the company likely gets is a negative review for the sake of a negative review.
On the other hand, there are constructive reviews that provide potentially useful feedback for any business. It is especially beneficial for startups that are still relatively unsure of how to progress when it comes to their services. As a general rule of thumb, it is wonderful to ignore the negative reviews that make it obvious that the reviewer is trolling. However, if it is possible to probe further, it is recommended.
Maintain consistency no matter the scenario
Keep in mind that as a business that uses reputation management software, digital marketing tactics, and potentially a social media agency, it is crucial to put the best foot forward no matter the scenario. Consistency is key, and any business representative who cannot act professionally in every online situation that calls their attention is likely to tank a business.
It is why some businesses use a social media policy to ensure that the employees understand the ramifications and consequences of such actions. There is nothing to be gained from replying negatively to a bad review. It will show the business negatively if a negative response is written on a popular social media platform. As a matter of fact, some people might just be trying to get a rise out of the company representative with such reviews.
Offer a means of rebuilding trust.
When a company manages to find particularly scathing reviews, it would be good to rebuild trust between the company and the consumer, especially if the business owners know how to fix the problem. While it might not be a part of the day-to-day processes and could get in the way of potential revenue at any given point, it is never a bad idea to offer the customer an unconditional guarantee that the business will solve any issue if they call the company directly.
While not every negative reviewer will take the chance to call and rebuild, the ones that care enough about the company would likely jump at the chance. Not only will it help a company get in touch with their target audience, but it also has the chance of shifting a negative review into a positive one.
The opportunity to improve
Some business owners might see it as a blight and another difficult situation to handle when it comes to negative reviews. However, the company owners that rise to the occasion will likely see negative reviews as another opportunity to improve. As stated above, the reason why startups benefit from negative reviews is the fact that they can make the right choices moving forward. Even an industry leader that is tried and tested will still have much to learn, which is why negative reviews are always an opportunity to rise and make the most out of any situation.
The same thing goes for companies that are active enough on social media to respond to negative criticism. If there is a way to make things right, a company should not hesitate to rebuild the trust lost, as it can provide loyal supporters.
When it comes to digital marketing and making the most out of various SEO solutions and tactics, the use of Reputation Management Software will undoubtedly offer most businesses an invaluable means to improve themselves. However, it is not enough to know about the negative reviews — it is far more important to understand how to respond to such types of criticism and turn things around into a winning situation. Attaining success in a competitive industry is all about learning how to respond to negative criticism, as there is always the opportunity to turn it into a positive review.