Reputation management - Proactive vs Reactive - Poll
For the sake of keeping this post informative, we will focus on online reputation management specifically. Lets start with some definitions firstProactive Reputation Management - This is a collection of the following ‘controlled’ intitiatives from a company or an individual
1. To continuously improve existing services and meet or exceed expectations of clients or customers.
2. To actively ask for feedback for their services or products and proactively manage customer responses and address areas of concerns. This comprises of
- collecting ratings for your strengths (your differentiating factors)
- comparing your strengths against your competitors and promoting well rated ones to your potential new customers
(As a side note this is what ReviewScale will do as soon as we launch)
3. To optimize how people view you online through Search engine listings (SEO) and your presence on subject related forums, blogs, news and other online media outlets.
Reactive Reputation Management - These are collective steps usually taken as part of a monitoring activity to make sure that if damaging information on the internet comes up those are corrected. Similar steps are taken for positive information or good buzz, that when those show up they are promoted.
But largely the information which shows up are ‘uncontrolled’ and could be a repercussion of what you did as part of your proactive reputation management initiatives or the lack of an initiative.
(As a side note : a good tool for helping you with monitoring online information based on keyword is filtrbox ) .
You need a combination of both a proactive and a reactive reputation management strategy to build up your reputation, because a good reputation is a competitive advantage .
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