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Reputation Management

Reputation Management at Yellow Inbox

The Internet offers both a gift and a curse in the form of an unrestricted platform that enables individuals to express themselves freely, at any time, without concern for consequences. This lack of regulation means that there is no limit to what someone may have previously said or could potentially say in the future.

Online reputation management (ORM) is crucial for businesses, whether they operate online or have a physical presence. The internet has a long memory, and anything said online tends to stay there indefinitely. However, ORM involves dealing with unfavorable comments by generating positive publicity to counteract them.

To have a chance of ranking, positive content needs to be well-optimized. The strategy is to ensure that all favorable content appears in the top 10 search results on the page of Google search results. The objective is to eliminate any damaging negativity, with the assumption that most users don't look beyond the page of search results. A study conducted in 2023 showed that about 92% of all search traffic goes to the results on the page, and once users move to page two, the traffic drops by 95%.

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Review Request Automation

The advent of review request automation has transformed the way businesses engage with their customers. Our automated review request enables us to send pre-written emails to customers requesting feedback or testimonials, streamlining the process and saving time and energy for the business. This efficient and automated approach still ensures that businesses receive valuable feedback from their customers, enhancing the overall customer experience.

Who Can Benefit from Online Reputation Management?

Truthfully, any business can reap the rewards of having a team dedicated to monitoring online conversations about their brand. However, it's often the businesses that have been affected by negative publicity that stand to gain the most. If you answer yes to any of these questions, then this solution could be what you need:

  • Is there something that has occurred in your business that portrays your brand negatively in search engine results?
  • Is your business experiencing a decline due to the negative remarks being made about your company?
  • Have you made efforts to address the adverse comments being made about your business? Consider the aftermath of product recalls, which result in a significant loss of trust and credibility. Online reputation management (ORM) plays a crucial role in rebuilding that trust. However, it's essential to ensure that you won't end up in a similar situation in the future before attempting to restore your online reputation.

It's a good idea to be prepared in case your business gets hit by negative press. Even if you don't need it now, we can help you make a plan so you'll know what to do if something bad happens. Every marketing strategy should include some way to manage your reputation.

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Should Reputation Management Hide Negative Reviews?

It's not appropriate for online reputation management (ORM) to try to conceal negative reviews. In reality, people understand that businesses can't always satisfy every customer. If a company only has positive reviews, prospective customers might be suspicious and consider the honest reviews fake.

Were you aware that a large majority of customers, specifically 86%, tend to remain loyal to businesses that they like, while 83% stay loyal because they trust them? Additionally, 60% of customers in the US abandon their planned purchases due to poor customer service, leading to a loss of an estimated $83 million for retailers annually. What's even more surprising is that it takes 12 positive customer experiences to offset the negative impact of a single unresolved bad experience.

Instead of trying to conceal negative feedback, welcome it instead. Address each review promptly as soon as it appears online. Apologize cordially for the unsatisfactory experience and offer to continue the conversation via email to resolve the issue. This approach demonstrates to potential customers that you value feedback, are accountable for errors, and are committed to ensuring customer satisfaction.

Ethics in Reputation Management

The topic of ethics is frequently discussed in online reputation management (ORM), particularly regarding the decision to take on a client. It's important to determine when it's appropriate to accept a client and when it's not. For instance, it's acceptable to refuse an ORM client who has committed significant offenses. We evaluate a potential client's identity, the issue they're seeking to address, and whether improving their negative reputation will harm others.

Once we confirm the ethical nature of a project and agree to take it on, we employ ethical methods to achieve our goals. We do not support the use of spam or black hat SEO techniques, or any other aggressive tactics to manipulate search engine rankings. This means our campaigns are implemented gradually, allowing results to develop naturally over time, which helps ensure their sustainability. We do not fabricate online reviews, engage in malicious behavior against competitors, or disseminate misleading claims or sales figures.

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What Goes into Managing Your Online Reputation

Our approach to improving a brand's reputation involves several key steps:

  • Conducting a thorough brand reputation audit to assess its current status and determine the necessary actions to enhance its reputation.
  • Developing a strategy that involves the creation of brand assets designed to positively engage the target audience.
  • Producing high-quality content to help the brand establish credibility and demonstrate expertise.
  • Utilizing case studies, client success stories, and other forms of social proof to showcase the brand.
  • Establishing factual information to counteract negative propaganda and misinformation.
  • Engaging in social listening to monitor what is being said about the brand.

After we have successfully restored your reputation, we can provide ongoing management to ensure that it remains in good standing, should you desire to do so.

Would having an additional set of eyes to monitor the buzz surrounding your business be advantageous? If so, would you like to explore how our online reputation management services can assist you? Contact us today to learn more.

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