The internet is an amazing creation, allowing for all manner of different things that were never possible before. These days, you can find information within seconds, you can communicate with people across the world in an instant, and you can buy just about anything and have it shipped to your home. It’s quickly become an indispensable part of our every day life, and it’s only going to get more important as the years go on.
Business, as well, has been entirely changed by the internet. Time was, the only way your business reputation could survive or fail was by word of mouth. This gave businesses a certain amount of leeway, because if they gave a poor customer service experience for any reason, it might not actually cause any harm. Not that businesses would go out of their way to give poor customer service experiences, of course! However, since the only way to really find your business under customer fire was by upsetting a large enough number of people that word of mouth spread quite far, many businesses didn’t have to worry if customer service wasn’t their number one priority. Simply being competent was good enough.
These days, the internet has changed that. It’s still true that businesses survive or die on word of mouth, but word of mouth can spread that much more easily. Gone are the days where one upset customer could only inform a few dozen people at most. Now, all it takes is one post on Facebook, one tweet, one single Youtube video, and the entire world could know about the situation. And unfortunately, human nature hasn’t changed. Which means that while a person who was irate because you wouldn’t give them something for free could previously do almost nothing in response, now they can cause quite a number of problems.
This is why online reputation management is so important. Because the internet allows information about your business and your customer interactions to spread so quickly, having an online reputation management expert on staff allows you to ensure that your online reputation is always going to be solid. People might attempt to spread lies and slander, but anyone who actually looks into your business will see that your reputation is solid. They’ll be able to see the way your business handles other people, and handles itself on the internet and social media websites.
This is why it’s so important not to farm out online reputation management to the lowest bidder. Businesses thrive or die based on word of mouth, that is as true as it’s always been. But the internet makes word of mouth so much more powerful that no business can afford to just hope that everything works out. You have to take active steps to ensure that your online reputation is as solid as possible. The only way to do that is to ensure you have an expert working for you. So make sure you’ve got that online reputation management expert, and you’ll be much happier.