Leadership Guide

How reviews and surveys help in managing online reputation

In the Internet age, people often go through various types of customer reviews and survey results before they need to buy any product or service. They search on the Web and do not get satisfied until they check more positive reviews than negatives for a particular service or product. They do it because they want to avoid any frauds, bad customer service or low-quality products. Even though people do not know the reviewers, they still trust their comments and reviews. Thus, it is important that your business maintain its positive image in the digital world. Your online reputation can be severely affected by any negative reviews.

People generally follow a trend of believing a service if it has more positive than negative reviews. Thus, your business should aim at creating the same. Various steps can be taken to maintain your online reputation through positive reviews and survey results. You can protect your business by repairing or monitoring your online image. The steps that you may take to do it include combating those reviews that are negative in nature. If a customer is not satisfied with your product or service, you should take immediate action to improve the situation.

This is like mending a negative review by correcting your mistake. Thus, be aware of the reasons behind a customer leaving a negative comment. If he/she was dissatisfied with your business policy, be ready for any positive changes. If your customer service was at fault, mend it immediately. If there are one or two negative reviews, these will show prominently and create a major impact on your business. On the other hand, various positive reviews can still cover up a single negative comment. However, you should be able to convert your negatives into positives so there is no chance left for your image to be spoilt.

To tackle some genuinely unhappy clients, you should be ready to apologize and tackle the situation, rather than verbally attacking them or arguing with them. Keeping a check on negative reviews and responding to unhappy customers can improve your online reputation. In addition, you can use surveys in a positive or constructive manner. You may ask questions in a way to highlight the positive aspects of your business. You can also request satisfied customers to share their surveys online. This provides you an honest yet positive feedback for your business. Thus, track the positives and repair the negatives so you may maintain a healthy online reputation among your customers.

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Dr Prem Jagyasi

Dr Prem is an award winning strategic leader, renowned author, publisher and highly acclaimed global speaker. Aside from publishing a bevy of life improvement guides, Dr Prem runs a network of 50 niche websites that attracts millions of readers across the globe. Thus far, Dr Prem has traveled to more than 40 countries, addressed numerous international conferences and offered his expert training and consultancy services to more than 150 international organizations. He also owns and leads a web services and technology business, supervised and managed by his eminent team. Dr Prem further takes great delight in travel photography.

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