Thursday, August 16, 2012

Social Networking Reputation Risks and Online Reputation Management

Social networks present enormous branding and marketing opportunities, but they also present significant risks to business reputations.  A company page or business profile on Facebook setup and properly optimized will drive traffic to company websites, products and services.  The Search Engine Optimization (SEO) results of this are incredible although companies often neglect to understand the potential risks posed from a 'public' forum.  Facebook, Blogs, Yelp and other interactive websites enable anyone to share experiences  opinions, ideas and feedback which needs to be monitored daily.  The example below is only one of the dozens of 'sales' and new business received from Facebook where people will often post requests for contacting them about a new website, SEO or social marketing.  This referral made late Wednesday evening on Facebook became a new customer early Thursday morning.  In addition to the new customer it adds creditably when others see public recommendations for your company, products or services!

Best case scenario social networking will expand the reach of a brand, product or service though multiple online locations similar to having a billboard on every major highway in the city.  Worst case, if social networking is not managed and monitored properly, a disgruntled customer or former employee may cause harm through negative, false or misleading posts.  No company will make every customer completely happy 100% of the time, mistakes happen, people have bad days and sometimes there are just difficult people who choose to be unhappy no matter what.  The best way to combat this is constant daily management of all social media marketing to immediately address any issues as an opportunity to improve customer satisfaction.

Someone who may have had a bad experience can give you the opportunity to correct that or at least empathize through social networking.  If there was a misunderstanding it can be cleared up quickly similar to a recent experience I had with Aristocrat Motors over my Jaguar service.  I left a review for Aristocrat Motors on pertaining to a misdiagnosis of a problem and an unresolved issue with the service center.  A representative from Aristocrat motors monitored the online reviews for the company and contacted me with an offer to resolve the past issues which will bring me back to them as a customer.

Prior to the response from the company online I had shared with anyone who asked the bad experience recommending that nobody I know take a vehicle there.  Now I plan on going back to have the problem resolved and may bring future business back to the company rather than keeping friends, family and associates away.  The # 1 Ranking Algorithm Google Search Engine today is Facebook so any successful Search Engine Optimization (SEO) MUST include social marketing. If you need a BETTER built website, SEO or Social Marketing for your business, product or service contact the Internet Experts at Internet Builder Consulting today for an expert consultation and results 816-842-7774.

Robert 'Dot Com' Jackson
Internet & Technology Expert - Building BETTER Websites, SEO & Social Marketing Solutions

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