A big thanks to our Pubcon 2013 sponsor, Brand.com: “the #1 rated online reputation management company”.
In an interview conducted at Pubcon 2013 in Las Vegas, Mitchell Wright of OnlineRepManagement.com leads a discussion about reactive reputation management.
What do you do if someone maliciously publishes negative content about you and your brand? Even worse, what do you do if their negative content ends up with a higher search ranking for your personal name and your brand name?
This is a nightmare that no website owner ever wants to experience, but it helps to be prepared. Mitchell explains what to do in the video below:
Here are some key takeaways from the video:
- If this happens to you, Mitchell says the first thing you should do address the issue in any way possible. Mitchell recommends pushing out lots of positive press.
- Ideally you want to overpower that negative publicity with positive publicity. You can do this with positive press releases and positive reviews.
- Proactively speaking you want to own the conversation around your brand to prevent the negative content from surfacing.
- You can do this by being active on social media and facilitating positive mentions by responding to customer questions and concerns.
- Most of the time an issue gets blown out of proportion because the customer never received a response from the company.
- Being proactive in your customer service can save you a lot of headaches down the road.
If you have any questions after watching the video, for either myself or Mitchell, ask them in the comments section and we will do our best to respond to everyone! Please visit SEJ’s YouTube page for more video interviews from Pubcon 2013.