We all know that brand reputation is crucial! Your brand is not only what you put on your website or your logo: it is the way your customers perceive you and talk about you. Therefore, social media is an important platform for your customers to express their opinions about you. Read below to find out our 5 tips for protecting your brand reputation on social media:
1.Respond to every inquiry
When a client asks a question or has an inquiry, respond to them as soon as possible. This is crucial not only for that one potential customer but also for the rest of the world who can read those conversations. Therefore, use also polite language and genuinely try to assist your customers and fix their problems.
2. Apologize when you are wrong
Mistakes happen to even the best of us. No matter if it was a small mistake or a big blunder, always apologize! If a customer felt mistreated, not only apologize but also take steps toward fixing the issue they complained about. In case of a big PR disaster, issue a public apology to salvage your reputation until the dust settles.
3. Post relevant content
Social media is the perfect platform for sharing content with your customers. However, always make sure that this content is relevant to them. Posting generic, uninteresting content will lead to your customers unliking or unfollowing your page. Therefore, focus on catchy, entertaining content which they might like or share with their friends and family.
4. Review all the content you post
This should go without saying, but make sure that you spellcheck your content before posting. In addition, make sure any hashtags you post don’t have a double meaning which might offend some of your customers. This is crucial, as deleting something from social media doesn’t mean it is gone forever: if only one person takes a screenshot, it can turn into a PR disaster.
5. Search for rogue or duplicate pages
Another pitfall of social media is that it is quite easy for your competitors or disgruntled employees/ customers to create a rogue page of your company. If there are duplicate pages of your company, this can not only harm your reputation but also cause confusion when people look up your company. Therefore, periodically look up your company name and in case of any malicious or duplicate pages, contact support immediately.