You may have heard about the work a Reputation Management Company has done for one of the big name brands to help them turn around their poor reputation after a failed product launch or following the outsourcing of their Customer Service function to a call centre in Asia. You would probably imagine that such a project would cost into millions of dollars, and not be something a medium or small-sized company could afford to do. You’d be wrong, the scale of a bad reputation is usually comparative to the scale of the company. For example, when VW mis-claimed emission levels on their vehicles it hit the World’s press, so everyone heard and read about it. Big company with large customer base equals massive reputation hit. However, in your small market where there is a small and maybe wider spread customer base who don’t usually communicate to each other directly about their experience with your brand, the result of the failure may be limited to coverage primarily on consumer review websites, and social media posts.
Why May You Need to Employ a Reputation Management Company?
Is there a restaurant you’ve visited for decades that has now become so busy that you must book, and the new wave of waiting on staff no longer know you personally by name? That’s likely because they are getting rave reviews on TripAdvisor and other consumer review websites, so everyone visiting your town, or looking for somewhere new to eat, pick your favourite restaurant because it’s ranked as one of the best in town. Nice problem for the restaurant owner to have!
This illustrates really the affect a positive online reputation can have on a business. Now think about the restaurants that are lingering at the bottom of the list, the 867th best restaurant in Norwich because they have a three out of five rating. What chance do they have of acquiring new customers? If only they could over a period of twelve months greatly improve their customer reviews and slowly work their way up the rankings. There’s not much they can do about the reviews already cast in Internet stone, but if all the recent reviews are vastly improved and their rating average raises, suddenly their woes are over.
How Does a Reputation Management Company Address the Issue of a Poor Reputation?
This is the issue on a very small scale, so you can see how your online reputation can be easily affected by one well-respected forum and a slow drip of positive or negative consumer reviews. So this is where a Reputation Management Company comes to the rescue, they employ techniques and analysis to identify the online locations where they can greatly enhance over time your reputation in a natural manner so that your reputation can be improved.
There will always be a few people who remember that product failure or poor customer service they received, but new prospective customers who do a search engine search for your company will now be met by glowing reports, rave reviews, and fantastic comments.