Whether you should focus on reputation management or customer service management is indeed a Hobson’s choice as both are two essential components of any business.
As there are several review sites like TravelAdvisor, Yelp and Angie’s List, and other major social media sites like Twitter, Facebook, blogs, etc. business houses have a myriad of options for listening to customers online and knowing firsthand all their good and bad experiences.
It is today’s norm that consumers rely heavily on online reviews before they buy a product, dine at a restaurant, stay at a hotel etc. Prospects want to read customer reviews in order to make informed buying decisions.
This is an excellent facility for consumers, but some businesses are not comfortable with these review sites or with social media. They often do not have the staff qualified to manage their online reputation. All businesses understandably favor positive reviews and feel embarrassed and hurt with negative reviews.
Businesses must appreciate that the internet has come to stay and therefore improve the efficiency of their customer service to avoid bad reviews. The fact also remains that all business, however efficient their services are, are likely to attract some stray negative reviews.
This because not all adverse reviews/comments are authentic. Some disgruntled past employee or some unscrupulous competitor or some plain mischief-monger may deliberately post negative comments to malign your business.
Thus merely offering efficient customer service may not suffice. You will have to effectively manage your online reputation. You must highlight all positive reviews and suppress the negative comments – if any. A business can also request their satisfied clients to post positive reviews.
Wikipedia states “Most of reputation management is focused on pushing down negative search results. Reputation management should bridge the gap between how a company perceives itself and how others view it.”
It can further be siad that ‘Customer service is like a tree and reputation like a shadow. The shadow is what we think of,while the tree is the real thing.’
Your business must attempt to shape public perception of your organization by populating the internet with positive information about your company.
Through efficient customer service, you can build your reputation and maintain your reputation through professional ORM (Online Reputation Management) services.
When you consistently deliver flawless customer service, when your customers work for you and not against you, you will meet with less reputation management problem.Tags: Customer Service Management, reputation management