"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.