Reputation management has become more important than ever for businesses. For the most part, this increase in importance is directly attributable to the internet and the various websites which offer quick communication with customers and between customers and prospective customers, but a change in public attitude of what the public expects of enterprises is also a factor.
Social networks like Facebook and Twitter and review websites like Yelp and Trip Advisor, have been great for consumers, in that they allow people to get information, in some cases in real time, about the businesses they’re thinking about purchasing products and services from. For businesses, this has opened a whole can of worms, as the response that businesses provide to bad reviews often needs to be immediate and in a way that diffuses the situation before complaints start to grow.
This is, in essence, why the need for reputation management has grown massively over the last decade, and in many ways copy writers are skilled in the ways businesses need someone on the front lines of quick responses to be. They need to be able to reply to issues and queries in a way which is quick and succinct, but that also jives well with the attitudes of the business’s customers, so that no one is alienated.