How to Respond to Negativity Online
Posted: Thu Jan 23, 2025 7:14 am
Consumers often look for reviews of a product or service before making a purchase. Therefore, negativity on the Internet cannot be ignored: it directly affects the brand's reputation.
Companies often make mistakes when processing negative feedback, which can make the situation worse. Anna Belova, head of customer experience projects at the research product company Servizoria, explains how to avoid them.
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What makes up a brand's online reputation
Online reputation is based on all brand mentions online, so it is important to analyze all sources when dealing with negativity. Companies often limit themselves to monitoring a few large platforms namibia telegram database that they consider to be their targets. This approach is fraught with image risks. As shown by the study we conducted in 2022, 34% of consumers use 4 or more sources of reviews about a product or service, and another 26% use 3 sources. A review that can undermine a brand's reputation can appear on any platform, and its indexing in search engines increases image risks.
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You can monitor reviews either manually or with the help of special programs. In the first case, brand mentions are searched for by priority sites and key queries that consumers use. For example, "Sberbank reviews", "Sber reviews", and so on. This method has obvious disadvantages: firstly, it requires a lot of labor. Secondly, there is a higher probability of missing something. For example, mentions in social networks and Telegram channels are almost impossible to find manually.
It is better to choose one of the automated monitoring systems - Western developments Brand Analytics, YouScan, SemanticForce or domestic ones, adapted to the realities of the market: "Cribrum" or "eScan". Such systems analyze all online resources for key phrases around the clock, and the risk of error due to the human factor is reduced to zero.
Companies often make mistakes when processing negative feedback, which can make the situation worse. Anna Belova, head of customer experience projects at the research product company Servizoria, explains how to avoid them.
Subscribe to RB.RU in Telegram
What makes up a brand's online reputation
Online reputation is based on all brand mentions online, so it is important to analyze all sources when dealing with negativity. Companies often limit themselves to monitoring a few large platforms namibia telegram database that they consider to be their targets. This approach is fraught with image risks. As shown by the study we conducted in 2022, 34% of consumers use 4 or more sources of reviews about a product or service, and another 26% use 3 sources. A review that can undermine a brand's reputation can appear on any platform, and its indexing in search engines increases image risks.
screen
You can monitor reviews either manually or with the help of special programs. In the first case, brand mentions are searched for by priority sites and key queries that consumers use. For example, "Sberbank reviews", "Sber reviews", and so on. This method has obvious disadvantages: firstly, it requires a lot of labor. Secondly, there is a higher probability of missing something. For example, mentions in social networks and Telegram channels are almost impossible to find manually.
It is better to choose one of the automated monitoring systems - Western developments Brand Analytics, YouScan, SemanticForce or domestic ones, adapted to the realities of the market: "Cribrum" or "eScan". Such systems analyze all online resources for key phrases around the clock, and the risk of error due to the human factor is reduced to zero.