Digital Reputation Management

What is Digital Reputation Managment?

Generally, clients refer to me when they face a portion of bad reviews on them on the review sites. There are several types of bad reviews with a specific reputation management tactics pertaining to each of them. Yet, the most important part of Reputation management is undoubtedly removing practical grounds for bad reviews.

 

Leveraging Risks Inherent in your Business 

It means addressing risks a business brings to a customer’s door in a sound and strategic way. Let’s take an example of business risks’ analysis. 

One of my clients has been doing Dropshipping. Analysis of his negative reviews revealed the following risk of in his business model (as perceived by customer): 

  1. Obscuring the actual shipper from the final receiver.
  2. Quality risk.
  3. Backordering risk.
  4. Excessive price premium risk.

When a risk becomes reality, a customer is set to negative emotional response. Importantly, the more there is a gap between apprehension and reality, the more emotional customer reaction can be.  


Reputation management Strategy 

The Reputation management strategy boils down to finding ways of narrowing the gap between expectation and reality through using rational (not emotional) narrative. It means that you intentionally would disclose at least some information on your operation (‘what to expect?’) in rational voice AND make it a part of your Conversion funnel. 

By removing emotional tone and setting the rational agenda with your content you will cut the ground from under the arguments of your reviewers. In addition to that you would want to spread a ‘balanced voice’ agenda over an array of web resources. 


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