With the arrival of social media, review sites, blogs, and the endless amount of news coverage thanks to the Internet, businesses are also tasked with a relatively new idea: Online Reputation Reviews. After all, companies need to know what is being said about them online. While favorable and pleasant viewpoints are one thing, negative reviews, information leaks, rumors, and unhappy customers are something altogether different. The speed of response to these negative ideals and having a process in place to handle them are what separates the good companies from the indifferent ones.
The Speed of Doing Business
Because the Internet moves at a rapid pace, businesses and organizations have moved to electronic or digital means of monitoring the various newsfeeds across the web. The volume of information being posted each and every day is staggering, which means that large companies can receive thousands of mentions a day or more. Of course, local or small businesses can receive the same kind of exposure from a core audience. According to Marketing Tech News, media monitoring software can alert a company the moment a new piece of news or any type of post is made about the business allowing for a swift and clean reply.
The Handling Process
While many companies have complaint handling procedures on file, the responsibility and accountability of these procedures can become a little confused. Determining where the information came from, be it an unhappy customer, news source, or even an employee, can have a dramatic impact on how the situation gets handled. The important element is that the post gets a response of some form quickly to diffuse the entire situation before it escalates. Of course, the level of response should always be proportional to the post.
In the end, electronic monitoring via some sort of software package is one of the most useful defense mechanisms businesses have in the digital arsenal. Knowing what is being said, who is saying it, and determining where the information came from are important parts of keeping positive word of mouth intact. Companies work hard for a reputation, and keeping it inline should be just as important.