Journal of social protection research
Volume 5, Numéro 1, Pages 81-104
2024-06-30
Listening To Customers: A Crucial Element For Effective E-reputation Management
Authors : Elaihar Fella . Aitelhadj Kahina . Djemouh Souhila .
Abstract
This research sheet aims to determine to what extent listening to customers contributes to improving the management and control of a company’s e-reputation, and to highlight the tools most used by the company in this area. And one of the most important results obtained is that the presence of the company through the internet network has become an inevitable necessity, and that the management of its reputation through this network will depend on the customers present on it. Consequently, she must monitor their statements, opinions, and comments about her, and send them an appropriate communications and content, and this by relying on several media, in particular its website, social networks, search engines, blogs… this will increase the number of her customers, build their loyalty and even make them ambassadors of the company.
Keywords
e-reputation ; social network ; customer's recommendation ; customer's reviews ; word of mouth
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