Comments on: The Do’s And Don’ts Of Online Reputation Management

By: Julia

Julia — Fri, 12 Jun 2009 14:18:46 +0000

Thank you for yet another informative article.

By: Diego Velasquez

Diego Velasquez — Fri, 12 Jun 2009 05:17:49 +0000

Good advice overall. However, I think if you’re wrong or make a mistake, I think it is wise to own up to your error. Businesses are run by humans and humans make mistakes. Customers will forgive you and see you in a more transparent manner–building trust.

By: Justin Seibert

Justin Seibert — Thu, 11 Jun 2009 12:39:10 +0000

@Jeremy – Great tips. I like the emphasis on the overall plan.

@Adam @ Shel @Billie – you are right on. My only disagreement with the above was never admitting you’re wrong. As my old boss used to tell me, you only have two chances to make a first impression: the first time you meet someone and the first time you screw up. Admitting a legitimate mistake and resolving the situation often turns a non-vocal client into an active advocate.

By: Mike

Mike — Thu, 11 Jun 2009 09:04:17 +0000

Have you mentioned about new Google Profile, a tool for managing all your online identity at one place. It will be one cohesive place for all your online profiles and it can get indexed by Google easily. Market your personal brand by verify your credentials using Free Crederity account.

By: Jeremy Martin

Jeremy Martin — Wed, 10 Jun 2009 21:32:50 +0000

@Shel – Thanks for the info and comment.

@Billie – Great points. Thanks for the comment.

@Brennan – I agree, everyone should know at least a little bit about rep management. I guess with the different SEO tactics, we all do to a point. Thanks for the comment.

By: Brennan from The Sayre Group

Brennan from The Sayre Group — Wed, 10 Jun 2009 18:46:24 +0000

Great tips Jeremy. I run a company that specializes in online reputation management and monitoring, from what we have learned from experience is that early detection of potential problems is key and once they are out it is next to impossible to do much. The industry is pretty complex and I am glad you said that it takes awhile for results in search engines to be knocked off the first page because so many small firms are promising people things that can’t be done and are taking their money. Also with Google’s new algorithm they like to have at least one opposing view so that makes it even tougher. In my opinion if a company is medium sized or larger they need an online reputation management company for their expertise but if they cannot afford it they need to look over this post to see the basics of what they need to do. With small companies engaging your customers is key as well as using common sense when on the internet.

By: Billie

Billie — Wed, 10 Jun 2009 18:04:20 +0000

Your article brought up a a few very valid points, but I disagree about not admitting a mistake. Bernie Borges evangelizes on transparency in social media marketing and the importance of building relationships with customers. How many people do you really like that never admit when they are wrong? Honesty, coupled with sincerity well delivered can go a long way in building a positive outcome from a negative experience.

By: Shel Horowitz - Ethical Marketing Expert

Shel Horowitz - Ethical Marketing Expert — Wed, 10 Jun 2009 17:48:21 +0000

The power of a prompt, sincere apology (and appropriate make-good)should never be underestimated. Often, if the criticism has substance, it’s the best way, by far.

Can turn a hostile into a loyal fan.

Shel Horowitz, award-winning author of Principled Profit: Marketing That Puts People First

By: Adam Covati

Adam Covati — Wed, 10 Jun 2009 16:08:55 +0000

@Jeremy Excellent point, I should have remembered that this is a Search Engine blog! Great discussion, keep these blog posts coming.

By: Jeremy Martin

Jeremy Martin — Wed, 10 Jun 2009 15:56:14 +0000

@Gerald – I agree. Thanks for the comment.

@Adam – I couldn’t agree with you more about trying to resolved the issue with the upset customer. It is your responsibility to make sure that everyone has a satisfactory experience.

When I say that it is extremely important to get those negative listings off the first page, I am referring to sites like RipOff Report where they dominate the first few spots of SERPs. Even if you have resolved the issue with the customer, the results will stay there and even though you you have cleared your name, the links are still there.

I like the points you made though. Thanks a lot!