SEO Optimization Techniques: How to Use Ethical SEO to Manage Online Negative Information Crises?

Research indicates that 90% of consumers research other customers’ opinions about a brand and its products before making a purchase, and 86% of consumers would abandon their purchase intention due to negative reviews.

Unfortunately, businesses cannot arbitrarily delete or suppress negative reviews. Once negative reviews emerge, losing customers may be the least of the concerns—more severe consequences include plunging the brand into a major public relations crisis or even causing irreversible damage.

How Much Impact Does Negative Information Have on a Brand?

Whenever a consumer posts a complaint about a brand on social media or Google Business Profile reviews, it easily attracts public curiosity. This leads to continuous exposure and dissemination of the negative information, which often remains prominently displayed on the first page of search results, reducing the purchase intent of other potential customers.

If the brand chooses to ignore the negative information or responds inappropriately, it can deepen consumers’ misunderstandings, erode their trust, and provoke aversion.

A recent example involves the well-known mainland catering brand “Xi Bei.” Due to a series of missteps by its PR and marketing teams, various “scandals” were continuously exposed, causing public goodwill toward the brand to plummet.

Clearly, managing negative reviews is one of the most critical aspects of brand operations. Beyond promptly addressing consumer concerns and own mistakes with responses and compensation, it is essential to adopt reasonable and ethical methods to mitigate the impact of negative reviews.

How to Use Ethical SEO to Manage Online Negative Information Crises?

In the online world, freedom of speech is a fundamental principle. Once negative reviews appear, they are not only difficult to delete or suppress but also highly damaging. When search results are flooded with negative information, false statements, and malicious attacks, brands often find themselves passive and helpless.

So, how can ethical SEO services be used to resolve negative review crises?

The key is speed! The brand must step up to address the issue immediately to have a chance to explain itself and regain consumer confidence. Below are some methods shared by Arachne Group Limited for properly handling negative reviews:

Understand the Reason Behind the Negative Review

When dealing with negative feedback, the first step is to understand the reason behind the consumer’s dissatisfaction. If verification confirms that the brand’s shortcomings caused the discontent, the brand should promptly issue a response statement, offer an apology and compensation, and quickly rectify the mistake.

In general, addressing consumer concerns or dissatisfaction promptly not only resolves misunderstandings quickly but also leaves a more positive impression on consumers compared to attempting to delete or suppress negative reviews.

Promptly Contact Platform Administrators for Removal

If the negative review is verified to contain false statements or malicious attacks, the brand can contact the platform administrators, provide a detailed account, and request the removal of the false negative review. If the false review causes significant reputational damage, legal avenues can also be pursued.

It is important to note that even if false negative reviews are removed, the harm to the brand may persist. Some members of the public may remain skeptical, and if the brand uses improper methods to handle the situation, it could trigger another wave of public relations crises.

Publish Balanced Reports via Media Platforms

Many brands, when facing negative reviews, use PR tactics to contact relevant personnel to remove such content. While this method may seem effective, often the highly impactful negative reviews remain and continue to harm the brand’s reputation.

As the saying goes, “Out with the old, in with the new.” If old negative reviews cannot be eliminated, the brand should publish more positive content articles and use various channels to push favorable content about its products or services to the top of search results. Additionally, collaborating with media outlets to publish balanced reports can leverage the trust consumers place in media websites to indirectly convey the brand’s positive influence and minimize the impact of negative information on potential consumers.

Hiring Paid Trolls to Bury Negative Reviews

This method is not recommended. While hiring paid trolls to suppress negative reviews may seem straightforward, it is fraught with risks. A slight misstep can lead to backlash from the broader online community, causing an even greater brand crisis and potentially violating relevant laws.

Any brand may encounter negative reviews to some extent, but how the impact is mitigated depends largely on how the brand handles the situation.

If the brand chooses to ignore the issue or engage in arguments with netizens, it will not only diminish consumer goodwill but also risk facing boycotts. Conversely, if the brand responds to consumer concerns and dissatisfaction promptly and employs positive SEO optimization techniques and balanced media reporting, it can significantly reduce the influence of negative information and gradually rebuild consumer trust.

Arachne Group Limited offers one-stop digital business solutions, including website design, online promotion, website management and hosting, system development, and other value-added services to fully meet clients’ business needs. Feel free to contact us anytime—Arachne Group Limited is your ideal partner for expanding online business opportunities.

Contact Number: 852-3749 9734

Email Address: info@hkweb.com.hk

Website: https://hkweb.com.hk