Be Part of The Conversation Brand conversations happen everywhere these days. Online is a significant platform for such discussions, and whether you like it or not, they will likely include your brand at some point or another. If you are a big business, or have some very positive experiences or conversely negative ones, then you’re much more likely to feature in these discussions. Our advice – join the conversation. Don’t hide. Help frame the discussion, share positive reviews, share updates or changes being made that impact the way in which your product or service is delivered, and outline perhaps the thinking or triggers for the change.
Listen, and Be Proactive Even big businesses with large online marketing teams don’t have the time nor full skill sets to monitor 100% of the discussions about their brand online. This is where automated tools help. Make use of tools that gather data on mentions of your brand online, collate these into a useable format on a daily/weekly/monthly basis depending on the state of your online reputation, and then formulate a response/handling strategy that is consistent, and aligned with your brands voice.
Be Smart About Engagement Leaving it down to the individual on the day to reply in their own voice and words can be a recipe for disaster. Have a thought out, on brand format for the way both positive & negative mentions should be handled. Reply to all of them where possible. Don’t fight negative comments with negative replies. Be humble, address the issue if it is a genuine comment, and suggest ways in which the issue could have been better dealt with, what changes have been made to avoid future repeats, and anything you might want to offer as compensation (if applicable) to the customer making the comment. Don’t get into an online war of words.
Be Everywhere Is your website up to date and optimised for search engines? Do you blog? If yes, do you blog just on your own site, or do you blog offsite also? You should be. Are your social media accounts current? Do they contain all relevant information, and are they being managed on a regular basis with engaging content? Have you claimed all of your accounts on review sites and feedback forums? Consider not just your business name, but also your brand names. Some companies have multiple brands, hence having sites dedicated to those along with their own social media profiles aids in online reputation management.
Encourage Positive Reviews Seek feedback, offer surveys and publish feedback. Create offers to boost activity on this front. There’s plenty of ways businesses can ask for feedback and input from customers, to get insight into their experience of your company and brand. Take those opportunities and then share them online. If there’s negative feedback, take it constructively and make changes where suitable to avoid it occurring again, and even talk about this online so that you are seen as being transparent and honest.
There Are No Miracles When It Comes To Online Reputation Management In a perfect World, we’d be on top of issues before they arise, however what we tend to find is that companies seek out Online Reputation Management Specialists when they need help to control an online issue or resolve a poor digital image.
Get in Touch With Us Address : Level 14, 330 Collins Street Melbourne Victoria 3000, Australia Phone: 1300 761 806 Email :firstname.lastname@example.org Website :https://www.newpathweb.com.au