A recent article in Huffington Post talks about how online reputation management has become a major issue for businesses everywhere. Most brand names take a long time to develop, and cost a lot of money as well. Once they are established, it doesn’t take much to break them down, if you are not careful.
Companies who provide superior products and customer service may suddenly experience a downturn in sales, and have no idea why it is happening. Many times, it is because they have gotten one or two negative reviews on Yelp or another online rating service.
Consumers have come to expect excellence at all times. If you have had even a minor problem with a sales clerk or another employee, the customer can take revenge by writing a bad review of your company. This one negative, can seriously damage your overall sales level.
According to the website onlinereputationreviews.com, most people, who make purchases even in physical stores, go online to compare products, prices and customer service reviews before going to a store. If the first thing they see on your site is a negative review, they will simply click to the next listing and you just lost a potential customer.
Thousands if not millions of people will see the negative comments and your brand will suffer major damage. That is why it is critical to monitor your online reputation constantly. If you don’t have the time to do it yourself, there are many companies springing up that will monitor your online reputation for you.
Studies show that more people will share a negative experience rather than a positive one, so this can become a problem. The article mentions a survey by Dimensional Research, that reports 86% of customers who see a negative review, will be impacted by it for their purchasing decision.
The take-away from the article is that whether you monitor your own online reputation or you hire someone to do it for you, it must be done. Without it you are at the mercy of the online review boards.