Negative Online Content: How Does it Affect a Company’s Online Reputation Management?
Facebook, Twitter and Instagram are rated as the top three social media sites for which UK users share information, browse profiles and, most importantly, leave negative opinions about anything and everything. In today’s society, negative feedback or a harmful review can taint a brand’s reputation and leave them suffering the backlash in the long term.
It is essential that a brand understands how Online Reputation Management (ORM) works and can modify and analyse social media to identify where and how their brand is suffering from a negative online reputation.
How can social media tarnish a brand’s reputation?
Whether an internal or external issue occurs, a brand’s status can be painfully damaged by a negative review and the resources, time and ability it takes to build it back up outweighs the ability of intervening with it in the first place.
Facebook is the most open and obvious platform out of the three to suffer negative feedback and bad reviews. On a brand’s Facebook page customers are free to leave low star ratings and damaging feedback right at the top of the page. This will probably be the first thing that potential clients and consumers will see, causing them to possibly discard the brand as a possible partner or retailer.
Instagram, although not as exposed, suffers similar detriments. Comments and personal opinions can be left under a company’s post, and a buildup of negative feedback can cause them to lose followers and, more importantly, custom.
Twitter gives any user the ability to share their opinion via a tweet, while tagging the brand in question as well. This can create a stream of said ‘tweets and replies’ on the brand’s Twitter page to which the public can easily view, read and create opinions for themselves.
How could your brand be vulnerable on social media and what can be done?
If your brand suffers from an internal issue, such as product faults, misinterpretation of advertising, or another industry-specific problem, making sure your website and positive content rank higher than this negative data can ultimately prevent more people from seeing it.
By considering your planned approach to Online Reputation Management (ORM), you are able to understand and achieve a full picture of how well your website is performing in current brand related search terms. The main starting point is to identify existing and potential threats as this will help to detect where your website and social media presence can be tailored and changed to show positive data and information. Creating a blog to highlight your brands identity and regularly updating online content helps to build strong links with high domain sites meaning you will ultimately rank higher than you originally had done.
Added to this, tailoring your ORM strategy to the needs of your business decides what light you wish for your brand to be painted in, creating PR and marketing strategies to build up a positive and consistent reputation that is not majorly affected by negative reviews.
You simply can’t ignore or hide customer’s negativity about your brand on social media. Closely monitoring these negative opinions and responding quickly however will show willing, and sometimes resolving negative responses can create a future positive response for your brand further down the line.
Get in touch with our team of experts today by filling in the simple form below and see how we can help your company improve its Online Reputation Management.