It takes time, years of effort and excellent strategies to build a strong reputation of a company which can be demolished within minutes. Negative contents in the web against a company can spread like wildfire in an environment which is open 24/7. Online positive and negative contents abound a company or its brand impacts a lot on the buying behaviour of a customer.
As per the study consumers are of the opinion that online reviews influence a lot on their perception about a company and negative contents change their buying decisions. So it becomes very important that companies monitor their online reputation on a daily basis and watch important websites related to your industry, monitor key mentions of employees and search for real time social mentions and sentiments of consumers.
Facebook is the most widely used social media site which provides customised information to users about a particular brand or company. So companies should have as much information as possible in their social media profile so that it suppresses other less flattering or incorrect pages which refers to your company.
The advantage of using Facebook to monitor your online reputation is that even if you are not able to remove undesirable post from the web you can use your social media page to in Facebook to outrank all other unwanted pages.
Facebook has given brands more personality because when a user posts something the brands are able to communicate directly with their audience by providing contents which they want you see.
Since consumer prefers brands which are transparent it becomes the responsibility of the brand to take care of issues when a consumer posts a review or comment regarding your brand.
Facebook has an amazing ability to unite people from across the world when they share a common view especially dissatisfaction with the brand.
Business owners should have all the tools to protect themselves from negative contents and bad reviews about the brand, products and services. Since criticism is part of the business it is not negative comments that impact your business but how you respond to it. When it comes to reputation monitoring, Facebook reviews are a powerful thing.
When businesses acknowledge and rectify a situation it does unnoticed in the online world. If implemented in a proactive way the online reputation will weather the storm.