Reputation: It Matters | Monitoring Tips for Business Professionals
"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." - Warren Buffet
79 percent of consumers who shared comaplaints about poor customer service expereince online had their compaints ignored. (Source: Rightnow 2011 CEI)
57 percent of adult interent users now use search engines to find information about themselves online, up from 47 percent in 2006 (Source: Pew Internet and Lifestyle Survey)
44 percent of online adults have searched for information about someone whose services or advice they seek in a professional capacity. (Source: Pew Internet and Lifestyle Survey)
86 percent of Millennials say that user-generated content has more influence on what they buy (Source: Bazaarvoice Study)
Social customers tell an average of 42 people about a good customer experience, and will tell an average of 53 people about a bad customer experience (Source: 2012 American Express Global Service Barometer)
A good online reputation matters for both individuals and businesses. Having people view you or your company in a positive light can have a huge impact on your life both personally and professionally. Likewise, if people have a negative view of you or your company it can keep you from acheiving success.
Here are some tips to help you monitor and manage your online reputation.
Magnifying Glass- What do others see? Search your name, your company name, product names and names of your executive staff.
Crystal Ball- What are your goals of the Search? Monitor PR Efforts, Track Progress, Gain Customer Feedback, Locate Unhappy Employees, Change Corporate Culture, Identify Leaders in Your Industry
Divining Rod- Find what you need.- Which media channels need monitoring? Who will do the ongoing monitioring? Do you need insights and analytics? How much can your afford on a monitoring service? Do you have time to do the monitioring yourself? Can you get an impartial view of your or your company's reputation if you do the monitoring in house?
Compass- Route your Path- Listen to what your others are saying about you. Understand where you or your company can make changes. Formulate a place of action to cleanup or change your reputation. Act quickly to implement your plan. Review the affect your plan has had on your goals and make changes as needed.