The Deadliest Threat to Your Online Reputation

By Kathi Kruse

Gen­er­at­ing a stel­lar online rep­u­ta­tion takes lead­er­ship, com­mit­ment, focus and a foun­da­tion that’s built on treat­ing the cus­tomer like a rock­star.  Treat­ing your online cus­tomer as the ene­my will kill any chances you have of build­ing good will and ensur­ing pos­i­tive reviews.  If your staff car­ries out this adver­sar­i­al stance, you dig your­self deep­er into the hole.

There are strate­gies and spe­cif­ic tac­tics to take with these online rat­ings plat­forms.  Most of your process is already in place and some train­ing may be all you need to get going.  It’s a mat­ter of sim­ply enhanc­ing your CSI pro­ce­dures to include online rat­ings man­age­ment. Here are some point­ers:

• Make every­one in your store part of the rat­ings process.

• Cre­ate aware­ness of your online pres­ence.

• Make sure each staff mem­ber knows what to say & when to men­tion you’d like them to talk about you online.

• Moti­vate, rec­og­nize and reward your team as you meet your goals.

• Include cus­tomer video tes­ti­mo­ni­als through­out your web pres­ence.

Neg­a­tive rat­ings hurt every­one.  Tak­ing an adver­sar­i­al stance only com­pounds the pain.  The best strat­e­gy is to work online rat­ings into your dai­ly oper­a­tion.  There is no mag­ic bul­let, no “fix it and for­get it”.  You must make good on every claim you make because promis­es mean noth­ing if your cus­tomers have friends who’re telling them oth­er­wise.  A good sys­tem that’s man­aged well trumps every oth­er solu­tion to online rep­u­ta­tion man­age­ment.

Read the entire arti­cle by Kathi Kruse, Auto­mo­tive Social Media Mar­ket­ing Expert, Blog­ger, Author, Speak­er and Founder of Kruse Con­trol Inc. Reach out to Kathi via her con­tact page.



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