Your reputation is what you make of it.
People are going to search for your name online, ask friends for recommendations and most likely contact your brand at some point to ask a question and look for information.
What someone finds during this journey will determine their future with your brand and ultimately your reputation as well.
With that being said, here are five different ways individuals, brands and businesses are destroying their reputation online by simply being lazy and not taking action.
5 Ways to Brands are Hurting Their Online Reputation
Not Managing and Monitoring Social Media
Everyone is on Twitter, Facebook, Instagram and all of the other major social networks -- and you should be too! With over 2 billion users on social media, it would be a mistake for you to not also be active with your potential audience, but to also not represent your brand, products and messaging at the same time.
Little-to-No Email or Customer Support
The only thing worse than having a problem in the first place, is trying to figure out how to get it fixed and waiting on a customer support email from a company. Everyone is using the internet to connect with each other, and there is no reason why support emails should ever take more than 12 hours to respond to. On top of email support, all brands should offer online chat support and via phone.
Missing Deadlines and Shipment Dates
While the internet has made it a lot easier for people to connect with each other, buy from brands around the world and even start your own business... it's also leading to a lack of urgency as well. In today's age, people want everything as soon as possible. If your online store or brand promises delivery within 24 hours -- then it needs to be there within 24 hours!
A good example of this would be ebay sellers and mom/pop e-stores who are responsible for selling and shipping out their own products. Don't let your laziness bring in bad reviews and customer experience.
Under-delivering on Your Promises
Just like with any product or purchase, you expect to get the results you are paying for. This can apply to anything from business coaching, purchasing products, accessing services online and anything in-between. The key takeaway here is that you need to deliver on whatever it is you are promising to offer.
Ignoring Customer Complaints & Reviews
Taking into account all of the methods mentioned above that contribute to a ruined reputation online, if you aren't monitoring your complaints and what people are saying about you -- you are already losing.
Ignoring customer complaints and online reviews is a disaster just waiting to happen. Everyone needs to know what their customers are saying and it's way too easy to set this up through simple tools like Google Alerts.
Monitoring your online brand mentions is the first and last steps of good online reputation management, meaning it must be done at all times.
Are you making any of these ORM mistakes?
It's likely that many of us are guilty of at least one of the key points listed above, however there is no excuse when it comes to leaving your customer and brand followers in the dark.
The good news is that it's never too late to improve how your brand looks online. New customers are just waiting for your products and services every day, make sure you put in the time and effort to keep them waiting to come back for more.