The Ultimate Guide to Reputation Management in the Digital Age

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Introduction to Reputation Online

The importance of online reputation in today’s digital world
How a single negative review can decrease consumer trust by up to 40%

Key Statistics

88% of consumers trust online reviews as much as personal recommendations (BrightLocal)
45% of consumers say they’re more likely to visit a business if it responds to negative reviews (ReviewTrackers)
70% of employers use social media to screen candidates before hiring (CareerBuilder)

The Pillars of Online Reputation Management

Monitoring: Keep an eye on what’s being said about you or your business online.
Engagement: Actively participate in conversations about your brand.
Response: How you respond to both positive and negative feedback can make or break your reputation.
SEO: Use search engine optimisation to control the narrative around your brand.

Monitoring Tools

Google Alerts
Mention
Hootsuite

Engagement Strategies

Be Authentic: Authenticity builds trust.
Be Timely: Respond to queries and complaints as quickly as possible.
Be Consistent: Maintain a consistent voice and message across all platforms.

Response Techniques

Acknowledge and Apologise: If a mistake was made, own it.
Provide a Solution: Always offer a way to make things right.
Take it Offline: Some conversations are better had in private.