Key Elements of Reputation Management and Brand Identity

If somebody leaves a bad review about a person or a business online, it can be incredibly damaging. Luckily, through good reputation management services, they are able to mitigate some of this bad publicity so it does not irreparably damage their identity. However, this should be done by a professional reputation management consultant who has built up a large amount of experience when it comes to manage and improving their clients’ reputation and helping to create an overall positive brand identity.

The Aspects of a Positive Online Identity

There are three elements to creating a positive online identity:

  1. Marketing
  2. Customer service
  3. Public relations

Looking first at marketing, this helps a business to create a positive and clear brand image from the word go. By having that clear image, it is also easier to develop a good reputation. This is what experts do for their client. They will achieve this through blogs, social media and more. Essentially, this is about creating an identity that is desirable, setting a company up to look like an authority and go-to source for a specific niche, product or service.

The second element is customer service. Businesses must at all times be responsive to any comments and feedback their customers leave, whether positive or negative. While it is generally the responsibility of the business itself to do this, experts can take on a lot of this work or at least show how it can be managed properly. A reputation isn’t damaged by someone saying something bad. Rather, it is damaged by not responding to that comment and hoping it will simply go away on its own. If a customer sees a piece of negative feedback, but they also see how a business has tried to address that, they will be far more willing to look past the issue itself. In fact, it has been shown that some people are suspicious of businesses that have never received a single complaint. The saying that ‘the customer is king’ and that ‘the customer is always right’ continue to ring true in the ears of many people. As a result, they expect to be listened to and responded to politely and professionally, even if they are being irrational.

Finally, there are public relations. Planning this strategy properly is vital to the protection of any brand. It helps to prevent damage and it helps to rebuild a reputation if it has been destroyed in the past. Good consultants will first start by looking at what the current brand images is and will then suggests ways of improvement. Much of this is actually SEO (Search Engine Optimization) work, where they will try to make sure anything positive about a business will be found before anything negative. Each piece of negative feedback has to be addressed by using appropriate strategies. It is also for this reason that almost every reputation management company is also an SEO company.

Thanks to the internet, people can find and spread information quicker than ever before. On the one hand, this is a positive thing because it means it doesn’t take as long anymore to build a positive reputation. At the same time, however, it has made it much easier to destroy a reputation and it takes longer to build it back up from there. Unfortunately, a comment may be slanderous, it may still be seen as true and end up destroying a business.

A popular method of creating a more positive image is by engaging in excellent SEO practices. On the one hand, this encourages businesses to address any negative issues that are out there, but it will also be about promoting all the positive elements of that company, so that those are found first.

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