Brand Reputation Management Steps on Social Media
Did you think that online reputation management is not that much relevant to you as it’s for a big brand? Review your decision. Emergence and popularity of social media, and the fame of user-generated review sites like Yelp, Site Jabber, Amazon reviews, Glassdoor, and others have proved that you are living in a house which is walled by glasses only. What you do, how you do and who are satisfied with your services and who are not, everything is visible from outside.
ABC of Online Reputation Management
Putting it simply, we can say that reputation management is the discipline in which reputation of a company or individual’s is maintained. In today’s Internet-driven era reputation management has become synonymous with online reputation management. In whatever context, we use it, it’s basically about managing the search results across popular search engines, and social media and neutralizing negativity with positivity.
Today consumers are in a stronger position as consumer law enforcement agencies have done a great work in the direction. Hence there is a shift of power while it comes to voicing a brand’s message. The space occupied by traditional media platforms like TVs, Billboards, radio and print is getting occupied more by the Internet social media, which is drifting more and more traffic towards it. This development has largely transferred the power what was initially with the entrepreneurs and business tycoon to consumers. Hence, you can’t take online brand reputation for granted. It holds significance for you.
Internet and social media being more agile, offering more freedom to consumers impose severe challenge in brand reputation management. Businesses have to tackle the growing number of voices, diffusing comments, complaints and negative feedbacks that may damage the brand reputation.
Social Media Reputation Management
If you are a professional offering brand reputation management service to clients, or an entrepreneur doing it for your own business, you need to understand as what is being discussed about your clients or brands. Effective analysis of keywords and hashtags related to a brand, products, employees and competitors is must. Luckily tools like Tagboard, Hastagify.me, socialMention and TweetBinder are available to help you scour various social networks for keywords and hashtags related to the client. Setting up alerts using Google Alerts is a great idea to listen the echo generated by users’ interaction, whether direct or indirect, with the brands in question. It brings regular notifications whenever the brand gets mentioned on the Web.
Taking note as what is being said, you can respond well. Accordingly, you can command your business processes like inventory, sales, customer service, billing, etc., to work more collaboratively with more dedication and sincerity to serve customers better. Any instance of brand defamation should receive adequate attention. A few proved or rather say quintessential practices of social media management include:
Act Swiftly: Ignoring a bit of negative reviews or comments can cost your brand, because a social media is visited by thousands of people. Hence, the quicker you response, the better would be the outcome. People would understand the concern showed, and that would help in diminishing the negative vibes in their minds.
Deleting Negative Comments Is Not A Solution: Believe that deleting of comments would cause a positive response? You are wrong. When you delete something or don’t admit it shows that you are at fault and guilty. However, if its racist, offensive, or otherwise in very poor taste, it would not be a bad idea. Be honest with your approach, and this will persuade people to delete those comments themselves. Sounds strange? But it’s proved. RightNow, a CRM development company, found that 34% of users receiving reply from brands end up deleting their negative review altogether.
Professional Response is a Must-To-Have Ingredient: Yes, communication reflecting concern and trust can make a lot difference in customer relationship. However, it should not be perceived as defending yourself against attacks or criticisms. If required take a conversation offline and discuss the issue one-on-one.
About the Author
Glitzy Media is a Digital Marketing Agency offers seo, smo, copywriting, content, website, logo design, brand reputation management service and more. Want to know more, visit : http://www.glitzymedia.com/brand-reputation-management/
Submitted on: 2014-11-05 04:08:17