How often do you hear that a potential customer found your business through an online search or directory listing and decided not do business with you because of what they read online? Probably not so often. But rest assured that – like a tree that falls in a forest makes a sound even when no one is around to hear it – negative online comments adversely affect your brick and mortar business, even when you don’t hear about it.
Today, every business is defined – at least in part – by their online identity, even if they don’t have an online presence such as a website. That’s because customers can easily share their satisfaction or discontent with friends on social networks, or gripe in a very public way through online directories, news sites, message boards, and other social media venues. As a result, businesses are loosing hundreds of thousands of dollars every day due to their negative online reputation.
Online Reputation Management is the practice of monitoring and repairing the online reputation of a person or business. Repairing an online reputation involves suppressing negative mentions entirely or decreasing their visibility on search engine result pages, social networks and media sites. Suppressing negative comments often combines online and offline techniques, including the inoculation of positive content in order to supplant negative mentions.