We can all see the prevalence of social media in our daily lives. People use Facebook, Twitter, and so forth to give their perspective on just about anything, whether positive or negative. So how would you describe your company’s online reputation? When it comes to your company’s online reputation, who is responsible for responding to this positive and negative feedback on social media sites? Is there such a person in your business? Why or why not?
You may be surprised to know many U.S. executives think their customers don’t post comments or complaints online, even though this is not the case. A survey from MarketTools in September 2011 asked American executives whether their customers use social media to make comments or complaints about their products/services. Here are the results:
You’ll notice the majority of U.S. executives don’t think their customers are using social media to rant or rave online. Are American executives just not aware of what their customers are saying online? How often does your business assess its online reputation?
The survey from MarketTools also showed another interesting result: numerous businesses don’t respond to the online feedback from their customers:
It is vital that your company takes the time to respond to customer feedback online. Keep in mind the search engines factor online reputation into your website’s page rank, so even if your website looks great on the outside, your poor reviews could lower your website’s placement on a top search engine like Google. Thus, this snowball effect could definitely hurt your ability to gain customers in the future—offline and online.
So which would your business prefer to be? The watchful tiger or the careless cat? You be the judge.
About Alan Moore: Alan is an Internet Marketing Consultant with ReachLocal Baltimore. His mission is to help you increase your revenues and decrease unproductive advertising expenses through proven, online marketing strategies. He manages over $1.4 million in yearly marketing budgets and has worked with local businesses, agencies and the US government. Give him a call at (877)655-3438 to schedule a free consultation.
Read more about the survey findings here: http://www.emarketer.com/Article.aspx?id=1008686&ecid=a6506033675d47f881651943c21c5ed4&R=1008686