When is it Time to Hire a Reputation Repair Company?
Your company’s reputation is an intangible but valuable asset and it can be affected by both internal and external factors. Typically, the root cause of a poor reputation can be addressed through a performance assessment of all customer points on the customer journey. The main reason two reasons customers are usually unsatisfied are perceived lack of value for money, and poor customer service. This should fix the root cause and address future customer feedback about your product or service. But how do you fix the problem of all those bad reviews, social media posts and comments online about the poor experience your past customers have had with your company? This is where a Reputation Repair Company comes to your rescue.
What does a Reputation Repair Company do?
A Reputation Repair Company will carry out an assessment of your brand’s online footprint, not just where you have posted positive PR articles and been interviewed by trade press, what they’re more interested in is where customers have written reviews, bloggers have done comparative product reviews, and comments have been made in forums about your company. These are usually the main source of negative comments about your company and may be ranking higher on search engine searches than the positive self-promoted articles about your brand. A prospective customer will also put more faith in these customer reviews and industry expert reviews, because they are from people who’ve experienced your product and are supposedly not biased.
The Reputation Repair Company will then employee its skills and technical wizardry to build a positive reputation campaign to counteract the negative comments and articles online. Over a period of twelve months or longer they should be able to replace the first few pages on Google searches with highly positive reviews and comments about your company and its products and services.
Effectively they are changing the Internet’s opinion of your brand, so that prospective customers searching for your company name or product name see highly positive comments and your reputation is perceivably excellent.
Can You Expect Quick Results?
If your brand reputation is mud right now, no you can’t expect it to be turned around in a matter of weeks. A good Brand Repair Company is careful to make the work they do look natural and credible, otherwise it will be under scrutiny by industry experts and consumers. If over a period of a week suddenly every review site has several five-star reviews and a plethora of articles on paid sites publish highly positive product reviews, this will raise suspicions that have employed an agency to fix your reputation.
The fact of the matter is that you first need to address the issues that have damaged your reputation so that there are real customer reviews stating how your product and service have improved, and meanwhile in the background the Reputation Agency can work to build your online reputation, improving the search engine results for your company and brand.