You are a marketing manager for a popular restaurant chain. You’ve noticed that some negative reviews have started appearing online. What should be your main objective here, based on the principles of online reputation marketing?Building and enhancing a positive online reputationReactively managing customer grievancesResolving crisesPromoting negative reviews and testimonials
Question
You are a marketing manager for a popular restaurant chain. You’ve noticed that some negative reviews have started appearing online. What should be your main objective here, based on the principles of online reputation marketing?Building and enhancing a positive online reputationReactively managing customer grievancesResolving crisesPromoting negative reviews and testimonials
Solution
Based on the principles of online reputation marketing, your main objective should be to build and enhance a positive online reputation for your restaurant chain. This means actively working to promote positive reviews and testimonials from satisfied customers.
However, it is also important to reactively manage customer grievances. This involves promptly addressing any negative reviews or complaints that arise online. By responding to these issues in a timely and professional manner, you can show potential customers that you value their feedback and are committed to resolving any problems.
In addition, it is crucial to be prepared to handle crises that may arise. This could include situations such as a food safety incident or a viral negative review. Your objective should be to address these crises quickly and effectively, minimizing any potential damage to your online reputation.
Promoting negative reviews and testimonials is not a recommended approach in online reputation marketing. Instead, the focus should be on highlighting positive experiences and addressing any negative feedback in a constructive manner.
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Tell your manager that you will come up with some ideas to improve customer ratings and let you know what the results are at the end of your shift.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveSuggest a team talk to motivate people to deliver fantastic customer service and remind people of the Next rewards they can earn with stellar customer reviews.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveTell them that you will reach out to the customers you see today and ensure they’re having a great Next experience. You'll also remind them that they can fill out a customer review form to show their appreciation for your customer service. Hopefully the ratings will improve.Not EffectiveSlightly EffectiveFairly EffectiveEffectiveVery EffectiveNEXT
What would a critical online consumer do?
Multiple Choice QuestionOne of the features of reputation management is that Blank______.Multiple choice question.it is considered a poor business strategy or decisionit produces intense disloyalty among customersit increases the trust of stakeholders and consumersit is inherently wrong as it perpetuates a false or real image
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