The web is, unfortunately, an easy place for a brand’s competition and that pesky customer who is impossible to please to share their thoughts on a product or service. Because the public can post reviews on social media channels such as Facebook, as well as online review sites like Yelp and Google, it is absolutely imperative that a brand monitor what is said about them online and take productive steps to manage any unfavorable feedback.
According to an article published in the Grand Junction Sentinel, “any business with an online presence needs reputation management.” Even if that presence is as simple as a Google listing, it is important that brands claim and handle their presence on a website. Addressing and concerns posted by customers and working to resolve any issue brought foreward are critical steps in not only maintaining a firm’s reputation, but parlaying that reputation into increased business and profit going forward.