As a business owner, you know that your reputation is everything within your digital marketing strategy. What people say about you and your company can make or break your success. In this digital age, it’s more important than ever to protect your brand online. There are many ways to do this, and in this blog post, we will discuss the most effective strategies. Stay ahead of the competition by following these tips!
What is Reputation Management?
Reputation management is the process of monitoring, protecting, and improving your brand’s online reputation. It involves tracking what people are saying about you online and taking steps to correct any negative sentiment.
Why is reputation management important?
Your online reputation is one of the most important aspects of your business. It can make or break your success. In a world where people can find information about your company with just a few clicks, it’s more important than ever to have a strong online presence.
Brand reputation management vs. brand safety
Brand safety is part of reputation management, but it’s important to differentiate the two. Brand safety is the process of making sure your brand doesn’t appear next to inappropriate or harmful content online. It involves monitoring your website and social media channels for any potentially damaging content.
Brand safety protects your customers from encountering offensive content and your company from any legal issues. It’s important to have a strong brand safety policy in place to ensure that your brand is always represented in a positive light.
Creating a Reputation Management Plan
It’s important to have a plan for managing your online reputation. Here are the steps you should take:
1.) Research and audit your brand
The first step is to research and audit your online presence. This means tracking what people are saying about you online and identifying any negative sentiment. You can use tools like Google Alerts, Social Mention, and Hootsuite Insights to track mentions of your brand across the web.
You should also search for your company name on review websites like Yelp, TripAdvisor, and Glassdoor. If you find any negative reviews, take steps to address them. You can respond to reviews on the website itself or reach out to the customer privately.
You should also track your competitors’ online presence. Monitor what people are saying about them and look for any opportunities to differentiate your company.
Using a management tool, like Hootsuite, is a good idea to help you keep track of all this information. We will review some of the best tools later in this post.
2.) Establish a management strategy
After you’ve audited your online presence, it’s time to establish a management strategy that addresses any negative sentiment. This strategy should include the following steps:
Designate someone to monitor conversations – You need someone to actively monitor online conversations and track any negative sentiment. This person should be responsible for responding to complaints and addressing any issues quickly.
Decide which comments should be responded to – Not all comments need a response, but you should decide which ones are most important. The goal is to show that you’re listening and care about your customers’ feedback. However, there is no need to respond to trolls that are just trying to start a fight.
Create a tone guide – Your tone guide should dictate how you respond to comments. You see, each brand has a different tone and you need to be consistent with how you respond online. Be sure to use the same tone in all your social media channels, website, and marketing materials. You might want to consider using a customer service template to ensure that all responses are consistent.
3.) Take action on comments
Once you’ve addressed the comment, take action to resolve the issue. This could mean reaching out to the customer privately or implementing a change based on their feedback.
You don’t want this problem to linger, so take action and resolve the issue as quickly as possible. If one or two people complained about something, there’s a good chance that other customers have the same issue.
4.) Continuously practice steps one, two, and three
The best way to manage your online reputation is to continuously practice the steps outlined above. This means monitoring your brand daily and addressing any negative sentiment immediately.
It’s also important to stay up-to-date on the latest trends and changes in social media. The landscape of social media is constantly changing, so you need to be prepared for anything.
Using a Reputation Management Software
Now that we’ve discussed the steps for managing your online reputation, let’s take a look at some of the best tools for the job. You see, while it’s possible to do it all manually, using software can make the process a lot easier.
Yext is a reputation management software that helps you track and manage your online information. For example, if your mobile number is incorrect on Google, Yext will alert you and give you the option to update it.
Yext also allows you to manage your social media accounts, website, and directory listings. This is a great tool for businesses that want to have complete control over their online presence.
ReviewTrackers is a tool that helps you track your online reviews and respond to them quickly. It also provides insights into your competitors’ online presence. It will even send you alerts when someone leaves a review so that you can address it quickly.
You can track trending topics and see how your brand is being talked about online, which gives a great overview of your reputation as a company.
Cision is a cloud-based software that helps you manage your online reputation, media relations, and marketing campaigns.
Cision allows you to track the performance of your marketing campaigns, measure the impact of PR efforts, and monitor social media conversations. For example, you can use it to find specific contacts in your industry or identify influential bloggers.
Final Thoughts on Reputation Management Strategies
In conclusion, managing your online reputation is important for any business. By following the steps outlined in this article, you can protect your brand and ensure that your customers have a positive experience.
Remember to use a tool like Yext or ReviewTrackers to make the process easier and stay up-to-date on the latest trends in social media.
Don’t have time to monitor your online reputation? Contact us for a free consultation.