So your brand has made a huge blunder. How can you remedy the situation — and fast — to avoid losing your loyal customers?
One of the most important things you can do is to stay ahead of any potential negative stories on social media or cyberspace. Companies can achieve this by setting up Google alerts or even by simply using the Google search bar’s Autocomplete feature.
And if you find that the flub has gone public, it’s essential to have a well-conceived damage-control plan in place before taking that next step.
Sometimes the best fix to a problem is not to respond to the problem at all. Look to see if the offending website that hosts the negative comments about you will gain popularity by the rebuttals from the company or person trying to defend himself — if the site performs on other people’s comments it may be a good idea not to respond at all. Do not feed the fire. Some say the only three laws for reputation management are authority, authority, authority. The more authority you have, the easier it is to make a big difference in where the stories will rank on the search page results. One way to establish authority is through Google Authorship. Any complaints you respond to or original stories you create will appear higher in search.
To hear more tips on how to help repair your brand’s reputation, including how to handle customer complaints, read: 12 Tips on Fixing Your Brand’s Bad Reputation.
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