• CIS Agency

7 Ways to Manage Your Small Business Online Reputation

Updated: Apr 9, 2020

We firmly believe your business reputation is your most important asset, so why should your company risk facing online criticism by posting items on Facebook, LinkedIn, Google, or Twitter? Is internet presence on social media sites worth taking a chance on inviting negative opinions? It's easy to manage the awesome 5 star and even 4-star reviews. But it feels like everything goes downhill when we get that 1 or 2-star review!

How can you benefit from today’s new trends without ruining your company’s reputation? If you follow current marketing advice to appear on all sites, you may risk a few negative comments (even if you don't participate, your business will appear online one way or the other). However, trying to avoid online postings altogether could be dangerous, too. Not posting at all could leave you in the dust while competitors bite into

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So, what do you do to protect your image online?

Here are 7 tips for keeping your corporate image intact:

1. Set preferences: Check the settings on your social media sites to see if you can block comments (we only recommend this if there is profanity, spam, or not even a real customer). Keep in mind, though, that curtailing comments could make you miss great opportunities. When you open your company to both positive and negative public reviews it provides a chance to practice exceptional customer service by responding to comments of all kinds. If it is a legitimate negative review...

2. Respond to complaints: Don’t bury your head in the sand if you see an unpleasant remark about your business (humans make mistakes, business are run by humans). Respond immediately! Key in below the barb that you’re sorry someone had a bad experience. Then, list the steps you’ll take to remedy the problem and avoid similar situations in the future. Your response will show followers that you genuinely care about customers and want to resolve problems. A lot of times it can even work in your favor.

3. Repost good examples: Get some extra online customer service mileage by reposting complaints anonymously, along with your responses. You’ll show the public how you solve various problems – and promote your company’s customer satisfaction policy.

4. Request reviews: Online reviews are key to 21st-century sales. Proactively seek input from satisfied customers. Ask them to post reviews of your products and services on sites that seek customer feedback, such as:

handling online reviews