Anyone involved in business will have found themselves discussing what’s important for a company. It’s readily apparent that everyone wants to know what will help business. But it’s often easier to see what can help a business by first looking at what can hurt it. A recent example of this can be seen with United Airline. The company has been a household name for quite some time. It might seem to be a company which could survive anything. But it recently suffered severe losses simply due to mismanagement of a customer’s guitar. This was further compounded by the fact that they were less than attentive in listening to his demands for compensation. This might not seem like a big deal at first. But what made the difference is the fact that this customer was a noted musician. And a noted musician will of course have a built in audience ready to hear any complaints. He wrote a song all about the events which quickly caught on. And United Airline suffered an estimated $180 million in financial losses as a result.
The reason all comes down to online reputation management. When a company suffers from negative press or even just a negative reputation than sales will always go down tremendously. A company like United Airline might have enough capital to weather the effects. But one can only imagine if a company that had less money to work with had suffered similar negative attention. But again, what a company does wrong can also highlight what a company might do right. A recent study from Harvard looked at the effects of even moderate internet reputation repair. They used the online review site Yelp as the base of the study. The researchers looked at how even a modest increase of one star would impact business. They were able to note that a restaurant would receive a five to nine percent overall increase in business as a result of online reputation repair services.
The reason why this is so important is that reputation can be changed. For example, a company called The Search Fixers specializes in modifying online reputation for their clients. A client will typically sign up due to issues with their online representation. A classic example would be negative results appearing in a search engine. The Search Fixers would come in, and as the name suggests they would fix bad search results. This would involve ensuring that positive instead of negative results come up. By doing so they’re able to secure the positive results of a good online reputation for their clients.