Managing the online reputation of the company or organization is very important. You are required to focus on a lot of things.
Some of them are listed below:
Are you able to prevent more negative reviews?
You can't unless you diligently censor any mentions online that put your business in a negative light. If that happens, it is a waste of time and you should stop. You will always have someone who isn't impressed by your product or service.
They might be vocal about it. While you can't stop them from leaving negative reviews, you can minimize the damage they can do to your product or service. You can take help from a reputation management company for online reputation management.
Are you also required to concentrate on positive reviews?
Yes. You need at least five positive reviews to offset one negative review. You should also look for positive reviews. Make it easy to reach out to satisfied customers. Encourage customers to share positive experiences so that they don't get distracted by negative reviews.
It is important to let the customer know who you are, and how you are connected to the company. This will show them that you are serious and paying attention.
Always be prompt.
Customers are more upset when they feel ignored than they are. It is important to respond to all complaints within 24 hours to 48 hours. It is important to ensure that your side of the story is heard before others control it.