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| From TopSEOs: Independent Authority on Search Vendors |
Kevin Gibbons, founder of UK search engine agency SEOptimise and search marketing consultant for TopSEOs.com, writes to the website about the major things that could offend online customers and ruin the online reputation of a business. Gibbons states that while a business has a good presence online, it is not enough to drive potential customers to buy as they expect a certain level of online service. Thus, business owners must be active in serving and responding to inquiries, comments, suggestions, and even complaints from online customers. The following, according to Gibbons, are ways an online business could be failing to deliver:
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| From TopSEOs: Independent Authority on Search Vendors |
Most companies have social media accounts with large numbers of followers. People use this platform to ask questions and complain about unpleasant encounters with a company. Actively responding to queries can transform an infuriated client into a satisfied one. Gibbons’ TopSEOs.com blog states that ignoring forum comments is also undesirable. Some forum sites get flooded with spam, so one might miss important messages and comments from clients. To avoid making forum visitors feel ignored, assigning someone to constantly monitor the site will lead to genuine discussions and interactions between the company and its clients. Another practice that business owners should eliminate is treating online communications less seriously than letters. Since it is more convenient for people to complain over the Web than by writing and sending a letter, companies must not take online communications for granted. Any consumer who sets aside time to contact a company expects a response – and fast.
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| From TopSEOs: Independent Authority on Search Vendors |
More about Gibbons’ take on online reputation management is available at www.topseos.com.
