In the digital age of information transparency, it is not surprising that online business reputation management has become so important and an integral part of brand success. Online reputation management is basically determined by the beliefs or opinions that are generally held about your business, products, or brand by customers. These views or opinions are often shared through a variety of digital channels.
Customers are infinitely judging your business, services, and brand experience using customer surveys, online reviews, social media posts, star ratings, etc. Managing your business’ online reputation consists of being able to discover, extract, and analyze text data that mentions your brand and then being able to quickly and accurately determine what the consumer sentiments are. With the right business reputation management tool, a business can determine if consumers feel positive, negative, or neutral towards an organization. This helps businesses adjust their future strategy and move forward with confidence.
Strategically, a business would want to be able to proactively address and resolve any negative feelings people have in order to improve their reputation. Or, an organization may want to recognize and engage those customers that feel positively towards the brand. Using a good online reputation management tool, customers who are loyal to a company or brand can become brand advocates.
Customers are constantly expressing their opinions, whether brands realize that or not. Typically, the chosen channels are social media like Instagram, Twitter, Facebook, Instagram, and TikTok. Brands have to monitor what their customers are saying about them because if one post is negative, that sentiment can spread if the brand doesn’t have a good contingency plan in place to turn that customer’s sentiment from negative to positive.
Also, many brands place a heavy emphasis on their customer experience. Yet, customer experience happens just as profoundly after a customer has logged out of an eCommerce website or has walked out of a brick and mortar store. When a customer expresses a negative sentiment about your brand, that sentiment is shared to all of their followers or anyone who happens to read that negative review.
With the right sentiment analytics and text analytics solution in place, brands can be alerted in real-time to a negative sentiment so that you as the brand can act quickly to resolve the issue before further damage can be done.