Originally posted on March 17, 2020 @ 7:29 am
Ways to Create an Effective Reputation Management Strategy
There is rarely a case where a business does not have an angry customer or deals with negative feedback. All brands around the world are bound to attract negative comments at some point in their venture and the internet has demolished any sort of barrier between customers, so now word travels quicker than lightning. What matters is how you handle and approach such situations so your brand isn’t presented in an unflattering light.
Creating an online presence that is proactive, transparent, and relevant to your target audience does wonders to your brand’s reputation. To achieve this, one must implement a hands-on reputation management strategy so they better manage and control their online reputation; giving their brand some much-needed stature. We highly recommend that you carry on reading so you too, can build an effective reputation management strategy for your existing organization or start-up.
Participate on Social Media
Social media holds major authority when it comes to curating an online reputation. It gives businesses a chance at holding a solid page-one ranking potential, as long as they are regularly updated with relevant content and have good followers-base. Building your social accounts slowly to increase influence and engagement rates is an ideal means of achieving growth and cultivating a good brand reputation online.
Social media allows you to reach a wider audience and build valuable relationships with your customer-base, understanding their demands and places of interest. When you share top-quality and original content about your brand on a regular basis, you establish a loyal following on all your social networks. This is an effective way to outrank posts that consist of unflattering comments about your brand and helps to drive away attention from negativity.
People are quick to take their thoughts and opinions onto social media, so appointing a customer’s representative to immediately tend to their concerns leaves a good impression on clients.
Monitor Your Reputation Online
Monitoring your online reputation is important for businesses of all scale. If a small-scale business has no more than a single mediocre website to represent their brand, then the tiniest negative comment on social media could rank their business name in searches. Similarly, a well-established business with an existing customer base can have its bottom line critically impacted when bad reviews start ranking in their search results. Ignorance of these matters can cause unrepairable damage to your brand identity and overall business operation.
Thus, your entire action plan is dependent on this factor – monitoring your online reputation. According to your market and industry, fish out the places your brand could exist so you know what people are saying about your products/services. In addition, several bloggers post reviews on tested products on their personal websites so you should track those as well.
Watching what is being said about your services allows you to identify areas that could be problematic and require improvement. Luckily, there are many companies that offer digital marketing services that include monitoring a brand’s online reputation.
This comes in directly after actively monitoring your social media channels.
Do you see negative feedback? It is tempting to brush it off but once these comments are online, they are forever. Thus, the professional way to proceed is to win them over with the right response.
Firstly, it is crucial to deal with any sort of negative comments or concerns instantly so customers do not assume that their opinions are of no value. As this feeling can take a toll on your existing subscriber-base. Instead, try to get to the heart of the issue and use a tone that convinces them that you are listening and will provide the best solution possible. One wrong step and you would be driving your followers into the arms of a competitor. Secondly, when you are quick to help people who have had a bad experience with your service, there is a high probability that they will change their opinion on your brand.
It is demotivating to receive harsh comments or negative reviews, but it doesn’t have to tarnish your brand’s reputation if you proceed to handle it maturely. Following the right approach in a professional manner gives you the opportunity to build a bond with your customers, enhance your product, and avoid creating any friction with customers.
Measure Your Results
If you are investing time and effort to protect your online reputation, then you need to track its progress. Using a monitoring tool simplifies the process by providing you with stats to all the activities taking place online regarding your brand. Social media channels provide similar features where you can track engagement, likes and shares, and overall audience reactions to published content.
In addition, social media listening tools are becoming the next big thing in helping businesses learn what is being said about their brands. Their purpose is to allow you to view all comments, reviews and brand mentions across different social networks under one platform. It provides an insight into what the audience is thinking about your brand and your competitors, giving you the chance to analyse this information before taking action.
Understanding how people perceive your products and services helps in fine-tuning your marketing efforts and curate a better reputation online. The quicker you analyse the information collected, the more effective your reputation management strategy.
The Final Verdict
In the end, if you care about your brand and its following you will need to take appropriate measures to build an outstanding online presence. Engagement is only preferred when it involves positive sentiments since negativity can only drive away prospect and existing clients. Following these steps can help put your business in a stronger position in the eyes of today’s competitive market and potential customers. It also prepares you on how to strategize an approach when you are subjected to any sort of criticism or disapproval, hence preventing from causing any permanent damage to your brand’s reputation.
Keep in mind that effective reputation management does not mean damage control, but laying the foundation for a positive brand image and dedicated customer-base.