<< by Michelle Doty on January 11th, 2013
One of the first things we tell any of our clients dealing with an online reputation issue is that our primary objective in any engagement is to have their online reputation mirror the one they’ve created offline. And while negative reviews might hurt, organizations need to start looking at them as invaluable market research into the wants and needs of your customers.
If your offline reputation is terrible, don’t expect all puppies and kittens and rainbows online. Yes, there are myriad tactics online reputation management agencies like Search Mojo can take to push bad reviews out of search, but if your organization isn’t proactively doing anything to fix the problems that sparked negative reviews in the first place, it’s likely that negative reviews will continue to pop up.
Now this isn’t to say that all negative reviews are valid. Case in point, the wonderful meme: “Real Actors Read Yelp.” Here’s a new(ish) reading of an actual Yelp review of a local fro-yo shop that seemed to have a slight spoon problem: