Online reputation management is a way for brands to pay attention and respond to their consumers to ensure that they are being heard and a way to improve their brands name. It is very important for every business to do this to stay involved in their consumers lives and to keep up to date on what everyone is saying about their brand. Everything you say or do on social media has the power to improve or hurt your reputation. So how can your business use social media to manage online reputation? Here are three ways:
Engaging with consumers when they comment on posts
By engaging with consumers it shows that you are valuing their concerns and appreciate their support for your brand. Your consumers might think of new ideas or improvements to your brand that you might not have thought of before, so keeping an open mind to these comments is essential and can help you in the long run. Responding to these consumers shows that you are hearing them and will use their complaints or praises to improve your company.
Respond to both good and bad social media reviews
When receiving reviews on social media, you should always respond to them no matter what. In the case that the review is positive, respond saying something along the lines of “Thank you, we are glad you enjoyed our product!” This shows that you appreciate those loyal customers and value their opinion. Responding to a negative review about your brand is a little bit trickier. You have to be careful when responding to these comments so you don’t hurt your brand even more. Respond to the negative comments that are genuine complaints and assure them that you are doing everything you can to address their concerns. When responding to these reviews, you can turn negative comments into positive ones by correcting misinformation and it shows that you truly care about those customers and are valuing their advice.
Keep the public informed through crisis times
When a crisis does occur, your company needs to have a quick reaction and your response needs to be very transparent. First, when a crisis occurs you need to find the most appropriate channel to communicate with your consumers. After you find this channel, respond quickly to ensure that they know their thoughts are being heard and that you are aware of the issue. Provide constructive responses to the complaints and questions to show that you care about the problem. Finally, be genuine when talking to the consumers by apologizing and responding to as many replies as possible.
By: Jessica Fritz, Digital Media Intern