Quotes to Make You Think About Your Online Reputation

A recent article by VentureBeat found that Amazon is in the business of deleting negative reviews… but only for their own shipping service. Although this might seem like a convenient way to deal with bad reviews, there are more consequences to think about. Check out these 10 quotes on the importance of maintaining a good reputation:

1. It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.
Warren Buffett

2. A single lie destroys a whole reputation of integrity.
Baltasar Gracian

3. Associate with men of good quality if you esteem your own reputation; for it is better to be alone than in bad company.
George Washington

4. Repetition makes reputation and reputation makes customers.
Elizabeth Arden

5. Ones reputation is like a shadow, it is gigantic when it precedes you, and a pigmy in proportion when it follows.
Charles Maurice de Talleyrand

6. Build your reputation by helping other people build theirs.
Anthony J. D’Angelo

7. Unfortunately, your reputation often rests not on your ability to do what you say, but rather on your ability to do what people expect.
Bryant H. McGill

8. A reputation for a thousand years may depend upon the conduct of a single moment.
Ernest Bramah

9. There is no advertisement as powerful as a positive reputation traveling fast.
Brian Koslow

10. Character is like a tree and reputation like a shadow. The shadow is what we think of it; the tree is the real thing.
Abraham Lincoln

Make sure to also read our related posts:
What We Can Learn About Taking Criticism & Reputation Management
Why You Should Never Immediately Delete a Negative Comment
Managing Your Online Reputation

The Power of Social Media in the 2012 Summer Olympics

Last night’s Summer Olympics closing ceremony was a wonderful way to close out the historic sporting events. The United States had the most wins with a total of 104 medals – while China and Great Britain were close behind.

Throughout the games and even throughout the closing ceremony, it was hard to escape the power of social media. Let’s take a look at some ways this is changing the way the games are presented and watched nowadays:

Consumption – There’s no doubt about it, fans and athletes alike love social media. It’s estimated that there were over 50 million tweets related to the Olympics. Rabid Ryan Lochte fans celebrated with the signature #JEAH hashtag, while gymnast Gabby Douglas gained over half a million new Twitter followers in just under 2 weeks. This year’s games were unlike any other because social media really has provided a channel for fans all over the world to be more connected to each other and their favorite athletes. Wonder if ancient Greek athletes could ever imagine something like this!

Criticism – NBC was continuously bashed throughout the Olympics for their lackluster coverage of events. Check out the #NBCfail hashtag to see a sample of what fans are saying. Early on, Twitter suspended (and quickly unsuspended) the account of a journalist that tweeted the “private” email address of a network executive and urged fans to email him. Fans have proven to be extremely vocal and big networks can now instantaneously see what consumers are criticizing them for.

Consequences – A Greek and Swiss athlete were suspended from their respective teams for racist tweets. Imagine all the hard work and not being able to participate because of a tasteless remark. Of course, these remarks and “jokes” go against everything that the Olympic spirit stands for. The debate is whether athletes should be suspended for such behavior or if social media usage should be restricted/controlled in the first place. Racism and ignorance has and will always exist. But the immediacy of social media is changing how we see it because it makes that hatred more tangible and permanent.

The next Summer Olympics is set to be held in Rio de Janeiro in 2016. Until then social media consumption will only grow. Companies should to keep their eyes on what their next move is in order to effectively capitalize on all the potential. And athletes must think more carefully to what they broadcast to the world. The question is, what will they learn until then?

Managing Your Online Reputation

As Joan Jett famously sang,”I don’t give a damn ’bout my bad reputation.

If you’re amongst the few with this mindset, there’s always room for improvement. One important aspect of social media marketing is managing your online reputation. And that consists of two basic parts:

1) Staying alert about negative feedback
2) Being ready to respond quickly and appropriately

Social Media Monitoring
There are many different tools and services that can keep you updated on what’s been said abut your business. Good ol’ Google Alerts should be the first on your list and it’s also free. Radian 6 and Monitter are a few others that come to mind.

Regular participation on your social media profiles should also help if you get any customer inquires or direct complaints. (Another reason why you shouldn’t just create profiles and let them sit there.) Remember, these are only tools that will help you be more aware of customer satisfaction or dissatisfaction. Crafting a response is another area to focus on.

Choosing an Appropriate Response

When I see a bad review on Yelp or Facebook, it’s always refreshing to see a meaningful reply from the business owner. Unless, it’s something like this: “Why don’t you come in here and say it to my face?”

As verified business owner, you can respond directly to reviews on Yelp, Google Places or Yahoo! Local Listings. But remember, your online reputation and future business is on the line, so it’s probably not wise to blame or threaten the customer. There are many things you can do in these cases but it’s best to take action first – especially before the complaints pile up. You can invite the customer to a more private mode of communication and help fix their problem. You can also apologize for their experience and invite them to try your products/services again. I’ve seen this happen many times with reviews reversed (from bad to good) when customers are offered a second chance.

Brand monitoring is a key function of social media marketing. Don’t let your little problems snowball into a reputation crisis that you can’t avert!