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When three Danish marketing experts formed White Shark Media, they already knew that they would be providing a service, not a product. They were committed to providing optimal customer service for their clients, and assist them in every way possible. Today, they have proven this concept because they have a list of original clients who are still clients today.
White Shark Media opened online in 2010 and has included excellent Pay Per Click Management, Mobile Marketing, Search Engine Optimization and Web Development. Since all of these are offered by most other management agencies, WSM’s plan to excel in service explains their phenomenal success. Today, they have 144 skilled techs on the team, and Andrew Lolk, founder, is COO over them.
To understand the view point management has with clients, let’s see how complaints are handled. There is no other agency online or off that cares for their customers like WSM. If you go to www.whitesharkmedia.com/testimonials, you will see that many clients have testified that WSM goes the extra mile, but here’s a complaint that inadvertently improved the client’s account while also improving the entire company.
Several years ago, a client was having difficulty reaching his contact person when they needed him, so he contacted customer service with the issue. The tech team immediately went into action and founders COO Andrew Lolk and CEO Gary Garth made decisions. They authorized a Live meeting for every client to update them on details. The problem about the contact person was solved by providing every contact with an individual extension and then adding local phone service with the direct extensions. There was no extra charges for the changes.
This is only one example of how WSM handles situations and gains excellent reviews. It is no wonder that White Shark Media has become a leader in online advertising and marketing in less than six years.
If you have customers, then you have a reputation. In this day and age, when online marketing has taken over the offline form of commercialization, it is important that you manage your reputation online. Platforms like Facebook, Twitter, and others act as a platform through which you can achieve it, and big companies are doing just that. As the customer base expands and the internet become more transparent, many challenges surfaces, but it is worth it if you are looking for that competitive edge. Here are the few ways from Online Reputation Reviews.com on how big companies manage their online reputation –
Check what’s on firs page
It is a general perception online that the companies appearing on the first page of search results have the best reputation, so try to be on the first page. Also, make sure that you do a search online for your brand and see what appears. Anything negative there, and you would know why your sales have been depleting lately. Suppress the negative reviews or comments by reaching on top of the search engine ranks and by addressing the negative reviews/comments personally.
It is important to monitor your online mentions and react promptly. With increasing client base, it might get difficult at times, which is why many big companies give canned responses that are relevant. It does not address the issue immediately but makes sure that the customers know the complaint/feedback is received.
Get Proactive or Humorous
Sometimes, it is important to engage with the customers on a social level as well and not just be too pushy about the products or services. It would help you get a better positive reputation, and attract more customers towards you. Don’t be proactive or humorous for the sake of it, but wait for the right time and be natural.
Sometimes customers can be wrong too when putting up negative reviews or comments, and it is tempting to get defensive or hit back. However, be empathetic towards their ignorance and try to address the issue politely, ask for more details and keep it simple. Go out of the way and resolve it, and since everyone is watching, you can be sure your efforts are not going in vain. It is what big companies do.
Use Right Tools
There are a bunch of online tools such as Google Alerts, Social Mention, Trackur, and more that are useful in helping monitor and manage online reputation. Big companies use it, and you can too to manage your online reputation.
These are the few simple ways you can manage your online reputation just like the big companies. It is relatively simple, but you need to remain committed and focused.
A lot of people in all walks of life are afraid of a negative review. Unfortunately, it is a fact of life. Every business that is open long enough is going to get negative reviews. This is something that can’t be avoided. Seeing how people are different, no one is going to be able to satisfy everyone he encounters. Also, the anonymity that comes with the internet enables people to post a lot of negative reviews. Therefore, negative reviews don’t have to be a devastating affair. However, many people take it as such.
People react to negative feedback in different ways. One common way that people react to negative feedback is by ignoring it. This is not always a good idea. While some forms of negative comments are left by users that have nothing better to do than to stir up trouble, there are reviews that are worth looking at because they go into detail and express a legitimate concern. Therefore, instead of ignoring the negative comment, the person could take this opportunity to reach out to customers so that he could learn what he could do to improve the business relationship. This could not only strengthen the relationship of a business with its customers but also improve the online reputation of the company.
When people go into business, one of the most important concerns should be the customers. After all, it is the customer that decides whether a business succeeds or fails. If the customer does not deem the company worthy, then the company is going to struggle and ultimately close down. Therefore, it is important to do more than just provide good products and services. Business owners must also get involved in activities that are positive. After all, customers do have a desire to be a part of something that is positive.