The main SERM Mistakes That Could Cost You Customer Loyalty
Managing your reputation is a difficult, sometimes thankless job. Especially today, when users are already fed up with trying to win their attention. However, if you want to grow, you need to do this work. But do it carefully, carefully checking every step. One wrong move – and all your efforts go down the drain. Here are just a few reputation management mistakes that you should definitely avoid in 2025:
Going overboard with creativity.
We agree that doing something that will make the audience say “Wow!” is becoming more south africa telegram data and more difficult every year. But this does not mean that you need to go all out. You should not go too far beyond the boundaries of your accepted Brand Voice. Outrageousness is acceptable, but it should be restrained, correctly associated with you. After all, even such marketing hooligans as Burger King do not allow themselves to be openly rude. Especially towards customers. Remember: excessive creativity can result in a negative reaction.
Lack of control over online reputation
Even if you already have a ton of positive reviews on each service, you shouldn’t completely sault data exclude SERM issues from your field of view. This way, you can miss the moment when your reputation starts to fall. And the negative trend here often develops like a snowball — it can be very difficult to stop it.
Refusal to contact the audience
It is important not only to collect reviews and mentions – you need to work with them effectively. Not even with them, but with their authors. And with the audience in general. Try to be on the same emotional wave with your clients: understand how you are perceived and direct this perception in the direction you need. Making money is good and right, but users should see you as something more than an cameroon business directory attempt to make money on them. It is important for them to feel your care, attention to their needs. And for this, you need to interact with the audience. And not just respond to comments, but encourage dialogue, to provide feedback.
Negative on negative
No company is immune to negative reviews and complaints. Including unfounded ones. But no matter how much you want to, you can’t behave rudely. The “Best defense is offense” position in reputation management is dangerous and destructive. Therefore, always save face, react calmly. Try to delve into the voiced problem, solve it – this way you can return the client’s favor. Remember that other users see your answers. And they may well project the situation onto themselves. “If they are so rude to this person, they can be rude to me too” – and that’s it, you have lost a potential client.
Purchased/self-written reviews. Let’s not talk about the ethics of such methods, everyone decides for themselves. The main problem with paid reviews is that they very rarely reflect reality. This is an attempt to cover up real problems with beautiful, but often unfounded words. Therefore, efforts should be directed, first of all, to obtaining real reviews. Even if they are negative – the main thing is that they are truthful.idea: SERM without SEO will not give a decent result. And it may not be effective at all.
