Online Reputation & Brand Management
Finding and keeping up with reviews of your company can seem slightly overwhelming. The first thing you will need to do if you have not already is set up Google alerts for your company's name. By setting up Google alerts, you will be notified immediately every time someone mentions you or your company's name on the internet. This keeps you ahead of the curve when dealing with brand management and reputation on the internet from this day forward.
To view what people have said about you from yesterday and beyond, perform a quick Google search for "your company's name reviews." For example, when we searched "USAA reviews" one of the first reviews for USAA reviews consisted of all negative reviews. Though this is not an ideal situation for any company, it is something that can be managed effectively.
Starting in August, 2010, Google began allowing companies to respond to consumer reviews on the company's Google Places page. Being able to respond to these reviews does two things: 1. Allows you to improve relationships with existing customers and 2. Shows prospective customers that you value your customers and that you are working hard to make sure everyone is pleased with your products/services.
You're asking yourself, "Okay, I can control reviews on Google, but how do I manage negative reviews on other sites?"
Though you cannot directly respond to negative reviews on other sites such as Yelp & Insiderpages, you can create an account and leave your own review under theirs. The number one thing when leaving a review in response to a negative post is to be transparent. Call out what you did wrong, address how you will fix it and leave a call to action by the unhappy customer. This will have the same impact as leaving a follow up comment on a Google Places page review.
You have taken care of dealing with negative reviews across the internet. Now in order to minimize those reviews, you will need to maximize positive and honest reviews. Though it might take some time, it will be worth the effort.
Think and create a list of all of the customers in your list that you have had a positive experience with and who values your business and your services. This may be one time customers, repeat customers, family and friends. Email them and ask them to leave a review on every review site you come across, whether there are negative listings already or not.