Reputation management is something so serious, that every business needs to take care of it. But that doesn’t mean, it has to take long hours and lots of your budget.
Now, you may be doing well in your reputation management practices. However, if you just try to avoid these few things, you can boost up your reputation management game to a new level.
Targeting the wrong audience
Many brands often try to reach out big on the internet. But they forget that the people communicating with their brand on Facebook might not be coming on to their blog. Therefore, before you step-out, try to study and know who you’re going to target. Once that is done, make sure to use an appropriate tone and verbiage that best suits your audience.
Pushing your brand too much
Don’t be too pushy when it comes to promoting your brand. Generate creative content that could allow your customers to communicate with you. You must also use social media platforms to actively engage with your customers and sometimes, even with your competitors. Try to obtain as much feedback from your customers as you can and let people talk about your product/service more than you. As potential customers would be more interested in knowing what other customers are saying about you, instead of what you have to say.
Arguing with your customers
Remember, you must never argue with your customers. Whether they are right or wrong, you should instantly apologize to them for the inconvenience caused. You should never involve yourself in back and forth arguments with customers, especially on a public platform. Instead, you should ask them to contact you offline, very politely, mentioning that you would do your best to resolve their issue. This is so because when a brand gets involved in an argument online, thousands of people can look at it and that could instantly make that brand look like a villain.
Not appreciating your brand evangelists
If someone posts something positive about your brand, he is your brand evangelists. In our previous blog, we told you about the importance of 1-star reviews and what should you do with them. While we say that you should take care of your negative reviewers, you must also appreciate your positive reviewers. As they took out time from their busy lives to tell others that they loved your product or service, they deserve an acknowledgment for that. But if you, by any means, ignore your brand evangelists – you may lose them forever.
Long story short, customers are also human beings like you. You should treat them the way you would want yourself to be treated. Targetting the right audience should be the first and main goal of your marketing plan. Once you have successfully obtained their attention, don’t bombard them with your brand’s information and try more to engage with them. Also, never argue with your customers and make things as convenient for them as possible. Because when brands keep their ears open and listen to their customers – they stay loyal and vocal.