Having an issue with your reputation management practices?
We understand that maintaining a good reputation online can be a hectic job. Reputation management is very much like a vehicle airbag. You hope that you’ll never need it. But if you do, you’ll be grateful that you had it and then pray that it serves in time to minimize the loss.
The study of reputation management has changed the way businesses deal with their customers today. How? you ask, well, businesses now understand that the only way to increase their profitability levels is not around the customers. In fact, it is through the customers. You need to be very good at managing your customer relationships for winning at the reputation game.
A proactive approach to manage your online reputation is very important. While we’re on that, let us give you some amazing little tips that could make a big difference with your overall reputation management process.
1. Build an online presence before you launch
Today, having an online presence is very crucial for every business. If you want more people to know about your business, your brand name must be widely visible online. However, you should start promoting your brand on various social media platforms and business spaces before you set out. Because the market you’re about to enter is probably going to have some established names already. This would ultimately help you stand out from the newly formed startups, by the time you actually launch.
2. Create a good personal reputation
A brand’s reputation has a direct relationship with the personal reputation of its owners. If any bad word or phrase about you or even your team gets out, you should prepare yourself for a bad news. We live in an era where customers are aware of the power that is in their hands. They won’t hesitate to spread negative words about you if things get a little messy. Therefore, you and the members of your top management must avoid using hate speech or sharing negative posts on social media. Besides, make sure your personal reputation stays clean in the public and you’re not doing anything to gain their contempt.
3. Don’t let your competitors push down your brand
You should know that there are some foul practitioners who try to push down any brand that tries to enter their market. They even create fake profiles in your brand’s name and then start posting negative content to make you look bad. If you want to avoid that from happening, take a serious charge of your social media profiles. Keep your business listings, social media pages and blogs live and updated. Stay active and engaged with the customers online. This will help your customers to distinguish your official profiles from the fake ones.
4. Keep the customers engaged with your social media
A brand’s biggest success is when people not only talk to it but also talk about it with each other. You should make sure that you create enough opportunity for the people to engage with your brand online. Now, what better opportunity you have to do that, than through social media? But, managing engagements on social media takes more than your standard content management. Real-time engagements are the key here. So, you need to stay very sharp and active to take out the real advantage from it.
5. Collect customer feedback and respond smartly
Collecting customer feedback can help you in learning about the performance of your products or services in the market. They can provide you so much better insights into your market status for free as compared to those expensive focus groups you hire. Also, customers’ buying needs and expectations are likely to change very rapidly. But, with a constant stream of feedback coming your way, you can easily keep a track of them.
However, customer feedback is not just meant for collection, you must respond to it as well. Responding to customer reviews can be a little tricky. But if done right, it can create wonders for you. Here, you should note that responding to negative reviews is as important as responding to the positive ones. Always try to respond to a negative feedback with a solution-focused attitude. You never know, when a negative reviewer becomes a raving fan of yours.
6. Keep an eye on your online brand mentions
It is a good practice to keep a check on what people are saying about your brand to each other. Reviews can only tell what the customers are trying to tell you. But, brand mentions can help you know what customers are telling each other about you. Consistently monitor and look out for brand mentions, and then analyze them to find out what you may be doing wrong. Use reputation monitoring tools to get automatically notified whenever your brand is mentioned somewhere on the internet. In addition to your brand name, remember to keep tabs for the terms associated with your business as well. This would help you in gaining an added exposure of the market.
7. Don’t forget to strengthen your offline marketing
Keeping a good online reputation, however, is extremely crucial for a business today. But, ignoring to build up an offline reputation can be a big mistake. Offline presence can have a strong impact on your brand even if your focus is principally online. So, it is very important for you to build up strong public relations and get people to talk about your brand offline as well. Moreover, offline promotional events related to your brand can help a great deal in this regard. Besides, you can also leverage your online reputation using the highlights from such offline activities.
So, the next time you devise your reputation management strategies, do remember to incorporate these tips into your plan of action.