In today’s digital world negative reputation can be the kiss of death for any business or brand. Positive Reputation is the key to success. When all of your opponents are spending money on advertising and marketing tactics, reputation is what places your brand beneath everyone and drives revenue growth. Make a strong online reputation management strategy to maintain and grow your business reputation.
The Question is
Which strategies I should implement to guard the online reputation?
Well, there’s hardly a business out there that doesn’t have a temporary issue with a consumer. Ideally, you can settle down things before it reaches a point where the customer believes they can only get satisfaction through a public forum or feel they ought to warn people about your business. You can’t opt out of reputation management. The best you can do is you can manage the online reputation. What you can do is:
1. Understand the audience:
A good online reputation management strategy says that you will have to understand the behavior of your audience. What does your brand audience like, what they dislike which social media channels the audience uses and how would they respond if something unpleasant happens? Understanding the audience behavior can take you too long in the business.
2. Be Available on Social Sites:
You and your brand should be socially visible to your clients and potential customers. Your brand must have Twitter, Facebook, and Google+ accounts, at the minimum. Your website or blog should have the comment section. It’s good to be visible as a brand. Also, you and your brand can be visible at certain other social media channels like YouTube and Pinterest. For a better online reputation management strategy, it’s important for your brand to be visible to your potential customers and clients.
3. Become Social Listeners:
It’s important to be a social listener to manage the reputation. With the increase of social media your customers, potential clients, your competitors everyone has got some platform to talk about your product and services. Your customers can tweet about your products; leave a comment on your blog, post on Facebook about their customer experience, and much more.
If you think you can bounce this or if you think you can make it without getting into people’s voices, opinions, and reviews, think again. That’s impossible. If you and your brand accept feedback, customer opinions, and everything they say, make it a practice to face them promptly.
4. Be Transparent:
Being transparent and open towards criticism and feedback is one of the best communication modes and best online reputation management strategies. What does being “transparent” mean?
Is it to allow employees to talk about products and services publicly?
To establish a 1-to-1 communication channel
Ask for feedback
Do not hide criticism, and address it publicly
It’s good to develop a strong social media presence for your founders, owners, or executives, names, particularly if they are unique. Your potential customers may find you by your name, any employee name or any product name. Be positively available when your potential customers search for you.
To develop a healthy online reputation management, you should not only react appropriately to what people say about your brand, about you, or your products and services but also decide before responding whether that reaction will take your brand’s name in a positive direction or not. Timing and way of response matters a lot, and on social media everything is transparent. Sometimes a reaction is not needed at all, and sometimes a response that is too late to cost you a lot.
5. Don’t get involved into Online Arguments:
If there is any negative comment troll viral on any social media about your brand, try to avoid it, try not being a part of that troll by replying. Be silent in the viral troll, but be active. It’s one of the best online reputation management strategies. Never be harsh, unprofessional. Do not get emotionally carried away in an online argument and do not use any comments which can jeopardize the brand or your reputation. Stay away, but active in any online argument.
Tip: Strictly stay away from political, emotional and religious issues.
6. Listen and Apologize:
Consider it; everyone will never be satisfied with your product or service. But remember – “The Customer is always Right.” The way you handle your client’s review and queries can take the business forward for you. Even by mistake if your company messes up with something, fails on the commitment or do something wrong, apologize. Make a genuine apology to all those who have been affected. Being real and transparent while making an apology will help you build your and your brand’s reputation.
Well as a brand and also individually if you become well respected if you allow radical transparency and you monitor what others are saying about you, you are making a good online reputation management strategy. Also, ensure swift and polite reaction is the key to gain the confidence of your clients and potential customers. Never forget to address criticism, and even embrace it.
Also in my last article, I mentioned how to be positively present on page 1 of Google search as that’s your business card. Your critics may have a point but address it politely and learn from mistakes. Don’t be afraid to ask for help and always believe in your product and service. The Internet is a powerful force affecting reputation and perception for businesses and individuals than any that existed before. Don’t let a lack of attention to your online presence bring down what you’ve worked so hard to build.
Which tools to use for online reputation management strategy?
Well, you don’t have to spend hours to track your brand online. There are tools which can simplify the online reputation management strategy.
Google Alert is one of the most useful tools for online reputation management. You can set up alerts for all search terms you want, such as your company name or targeted phrases relevant to your interest. Also, you can specify the types of results you want and set it for how often you want to know about the outcome. For example, if you want to get alert for the term “yourbrandname+review” you can get the results for the same. You can get alerts information the moment the search term gets indexed in Google algorithms on a real-time basis. Google sends these alerts directly to you in an email. Google Alerts is free to use.
An entirely free tool, SocialMention is a search engine that searches the social province for mentions of your brand, or yourself, or a competitor, or any search keyword you type in. The best part is that you can narrow your search. You will get the detailed results, with a breakdown of the origins and users, a measure of the conversation whether positive or negative and its overall reach. It’s not an automatic tool, so you’ll have to monitor this tool from time to time.
While building the online reputation management for big brands, Trackur is a social media monitoring tool that offers instant notifications when your name gets mentioned. Also, it gives you the opportunity to respond promptly and appropriately. It has the option to track and analyze trends, such as which marketing efforts obtain the most positive responses. It’s not a free tool.
It’s a paid tool which can track the reviews of over 80 sites and sources. ReviewTrackers collects all the reviews on one platform and sends the information through email. Reporting functions help you track the performance of multiple locations, and there’s a feature that detects pattern in customer feedback. You can see which topics your customers talk about the most, or what’s trending.
While most of the other tools focus on brand monitoring, Yotpo is a service that focuses on helping improve the brand reputation. I personally use this tool. Yotpo has proved itself with one of the best online reputation management strategy tools. It encourages customers to write positive reviews. It’s available for both paid and free versions. With the free version, you can generate review request emails, which is set for automatic send out to the customers for review requests after purchase. Also, you can create a customized product review widget on your website. The paid version offers many more benefits depending on the package. Also, includes options to help showcase reviews through social media campaigns.
There are several other online reputation management strategy tools available online. You will just have to search and find out the best suitable for you and your brand. The online world has converted word-of-mouth into a major force that can reach people around the globe. With a powerful reputation, you can make potential customers, maintain the ones which you have, and grow. If you don’t monitor and maintain your online name, presence, and brand, you are risking your online reputation. Also, your value or the brand’s value may disintegrate.
Let us know in the comments if there’s an even better tool we can include and if you are about better online reputation management strategy.