Today, consumers rely heavily on online reviews and social media when choosing products and services.
However, companies face the risk of reputational damage due to such word-of-mouth and social media posts, and will need to take appropriate action against negative posts such as misinformation and slander.
Therefore, in this article, we will introduce effective measures to prevent or minimize reputational damage from word-of-mouth and social media.
1. What is reputational damage caused by word-of-mouth and social media?
In today’s world, where a wide range of people use the internet, as mentioned at the beginning, it has become commonplace for users to refer to online information such as reviews and social media when choosing products and services.
Therefore, online communication with users is becoming extremely important for companies, as it can increase brand awareness and encourage user purchasing behavior through marketing.
However, on the other hand, malicious negative posts, rumors, and slander can be written on review sites such as Google Reviews and social media, where people can easily post comments , which can lead to reputational damage .
Because online reviews and social media strongly influence decision-making, for better or for worse, even if the content is completely unfounded from a company’s perspective, users may struggle to determine its accuracy, potentially negatively impacting the company’s activities .
2. Negative effects of reputational damage
If a company suffers reputational damage due to word-of-mouth or social media posts, this damage can have the following negative consequences:
2-1. Decline in brand image
First, it would damage the brand image that the company has built up over time.
As mentioned earlier, it is difficult for users to verify the veracity of negative comments or posts, which can lead them to develop a negative image of the company, its products, or its services.
If the brand image deteriorates, it will become more difficult to acquire new users, and existing users may leave, which will ultimately lead to a decrease in sales .
2-2. Negative impact on recruitment
Online rumors and negative publicity can also impact recruitment efforts.
In recent years, it has become commonplace to obtain company information online when searching for a new job or employment.
Many people use review sites and social media to get more realistic information , and if negative reviews of a company are posted on these platforms, they may decide “I should avoid this company,” leading to a decrease in applicants and job offer rejections, making it difficult to acquire talent.
2-3. Decline in trust
If the brand image declines and sales are affected, it could impact not only customer confidence but also the credibility of business partners and banks.
In the worst-case scenario, this could lead to the suspension of transactions and loans, potentially causing significant damage to the business .
3. Measures to counter reputational damage through word-of-mouth and social media
So, what steps should you take if you are suffering from reputational damage due to slander and defamation on social media or through word of mouth?
The main solutions are as follows:
3-1. Submit a deletion request
First, you should request that the relevant posts be removed from each website and social media platform .
For example, if a Google review violates Google’s policies, or if a post is deemed to violate the rules or laws of any site , it may be possible to have it removed by submitting a report.
The downsides of this method are that whether or not the content can be deleted is at the discretion of each website, and even if it is deleted once, there is a possibility of it reappearing .
3-2. Consult a lawyer
If your removal request is denied, you can increase the chances of removal by consulting with a lawyer and having them resubmit the request from a more legal perspective.
Furthermore, if you suffer significant harm as a result, or if the content of the post constitutes a crime such as defamation, you can consult with a lawyer or the police and pursue legal action, including claiming damages or filing a lawsuit.
However, it’s important to note that even with a lawyer’s request, deletion isn’t guaranteed, and lawyers cannot implement measures to prevent recurrence .
3-3. Hire a specialized security company.
If you want to take more effective measures, it is highly recommended to consult a specialized company that can handle online defamation and reputational damage .
A specialized support company will be able to implement appropriate measures based on their extensive knowledge and experience, leading to a resolution.
4. Advantages of using a specialized support company
There are several ways to deal with reputational damage, but we especially recommend the specialized companies introduced in the previous chapter.
Hiring a specialized security company offers various benefits.
4-1. Ability to respond quickly
On the internet, where information spreads incredibly quickly, swift action is crucial to minimize damage as much as possible .
Specialized support companies understand this, so you can expect a swift response.
4-2. Recurrence can be prevented.
Deleting posts or using other methods doesn’t provide a fundamental solution, as new posts may reappear even after deletion, or the information may have already spread elsewhere.
Specialized problem-solving companies can aim for a fundamental solution by investigating the cause and implementing measures to prevent recurrence .
4-3. Specialized measures such as reverse SEO countermeasures can be implemented.
Reverse SEO is a method of combating reputational damage by lowering the search engine ranking of content that could negatively impact a company’s image.
One of the biggest advantages of using a specialized countermeasures company is that they can implement these kinds of technical measures.
However, a drawback of reverse SEO is that, due to updates in search engine algorithms, traditional reverse SEO tactics have become more difficult to implement, and they are not a foolproof solution .
Therefore, at our company, ” Brand Cloud ,” we don’t use reverse SEO techniques, but instead implement highly successful strategies using ORM, a technology originating in the United States .
If you want to take more effective measures against defamation and slander, please leave it to us.
5. Leave your reputation damage countermeasures to Brand Cloud.
Online reviews and social media posts, even seemingly insignificant comments, pose a significant risk to a company, potentially damaging its image and lowering sales. Therefore, appropriate measures are necessary to mitigate these risks.
As we have discussed the benefits, in order to effectively protect your company from risks such as reputational damage and defamation, we recommend that you entrust the task to a specialized countermeasure company.
If you are considering using a specialized company to address reputational damage, we highly recommend using ” Brand Security ,” offered by our company, Brand Cloud .
” Brand Security ” uses AI-powered reputation monitoring to quickly and accurately detect malicious postings on search engines like Google .
By taking measures before negative information spreads, we can prevent the damage from escalating.
Furthermore, in order to improve and prevent the decline in a company’s image and credibility due to reputational damage, we implement unique measures that can adapt to the ever-changing internet algorithms , rather than resorting to reverse SEO.
Brand Cloud’s distinguishing feature is its ability to effectively protect corporate activities from a wide range of online troubles through these highly successful strategies and extensive know-how .
The reputational damage that spread through word-of-mouth and social media may be spreading to various other places on the internet.
We also offer a free survey that comprehensively investigates such risks , so please feel free to contact us for a consultation.
6. Summary
This time, we’ve provided a detailed explanation of the negative impact that malicious reviews and social media posts have on businesses, and how to address them.
Even if malicious posts are false, they can pose a significant risk to a company’s operations.
If you want to take more effective measures against reputational damage, please entrust your project to our Brand Cloud service.
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