All businesses need reputation management. It is extremely important and helps to build trust with customers and employees. It is not wise to wait for a PR crisis to happen to start investing in online reputation management. There are many digital platforms that are a part of online reputation management such as owned media, paid media, and content marketing. With the reach of social media as it stands today, any crisis can go viral in minutes and can ruin the reputation of a business. This might also have an impact on sales. PR as a part of online reputation management not only helps to face crises but also helps to manage the reputation of a company.
Online PR
Online PR, which is also known as digital PR helps a business to communicate with the public and the media through digital channels. Online PR helps a business to create a positive image and this is important as it helps to turn potential customers into loyal clients. It can also help to monitor what online communities are saying about a brand. When a crisis occurs, a business can respond to queries and also post relevant information. Addressing a crisis in time can help to reduce speculation. When the online presence of a company helps to build a reputation of transparency, its response to a crisi will also appear to be more authentic.
Importance of online reputation management
The reputation of a company is an intangible but valuable asset. A positive reputation increases the value of a brand. Online reputation management PR can include a lot of things, it can include removal of negative articles . answering online customer reviews and collaborating with influencers to build a positive buzz around a brand. With fake news and scams being concerned in the current digital climate, it has become very important for businesses to earn and keep the trust of consumers. If a company has bad reviews, or if a community comments negatively about them, online reputation management can be a solution for it. Given below are strategies that can be helpful in managing a brand’s online reputation.
Respond with empathy
When a negative comment or review is posted online, it is best to respond right away. It is not wise to wait too long to respond. A customer should be made to feel that they are valuable and that requires prompt and empathetic replies. An empathetic reply also means that a company is genuinely interested in solving the problems the customers face.
Own up to mistakes
Apologizing is always wise. If a company shows remorse, it helps to build stronger relationships with customers. An apology should be genuine and there should be a genuine intention to resolve issues. A business should also state what it wants to do to resolve a crisis. Anyone can make a mistake but clearly stating what a company wants to do to fix an issue will make a company appear honest and one that the consumers can trust.