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Squeaky-Clean Online Reputation?

The Internet has quickly become a place where consumers can come together and share information about their experiences, where they shop, how much they paid and the level of or lack of service they received.

A decade ago, not-so-happy patrons would have gone and voiced their dissatisfaction to ten-or-so of their closest friends. Today, thanks to the Internet, those unsatisfied individuals now have an eager audience of hundreds, even thousands. The upside? The Internet has granted us (marketers) the ability to identify topics of discussion for disgruntled customers and pinpoint areas of our business that are in need of improvement.

Tips To Effectively Manage Your Online Reputation
Pay close attention to online chatter. Websites such as, Epinions.com, Viewpoints.com, ConsumerReview.com and Rocwiki.org were developed to provide mindful shoppers with unbiased first-hand reviews and recommendations. What are consumers saying about you and your products and services? Pay attention and respond accordingly.

If you are getting unfavorable feedback: Act quickly. If your customers are unhappy, how are you going to fix it? Recall? Refund? Tutorial? Upgrade? Remedy the situation fast or, thanks to the limitless nature of the Internet, the backlash will more than likely snowball.

If you are praised by the masses: Determine what you are doing right and keep doing it (unfortunately A+ ratings are hard to come by - the critics are tough and most of us have room for improvement).