As it can take just a matter of hours for a poor customer experience or review to go viral online, keeping track of your online reputation is imperative to avoid negatively impacting your bottom line. If you don’t have a strong reputation management plan in place and you don’t know exactly what’s going on at all times, you will find it exceptionally difficult to manage and resolve the situation efficiently and effectively.
Understand what is being said about your brand
You need to know exactly what is being said about your brand and where it is being said. From utilising dedicated brand monitoring tools to set up a Google Alert, keeping on top of the conversation surrounding your brand has never been simpler. As soon as you know what the issue is, you can begin to take the important steps required to address it directly.
Update your website and social platforms regularly
Consistency is key to staying relevant in modern, fast-paced marketplaces. As well as regularly refreshing your on-site content, it is also important to review and refine your social media strategy. To secure top ranking positions in search engine results pages (SERPs), you must consistently put out new, highly relevant content that audiences will find both useful and interesting. Your mission here is to always outperform your competition and putting in the effort will always generate positive results.
Avoid immediately responding to negativity
As you have put a lot of time, resources and energy into your brand, it is completely natural to want to defend it if you receive some bad press. In many cases, however, stepping back from the situation and gathering information before putting out a researched and carefully crafted response will be more beneficial in the long term. Make sure that this process isn’t unnecessarily drawn out and consider making a short statement in the interim stating that you are looking into the matter before publishing further details. Always avoid responding to negativity with further negativity, and remain calm and professional, but don’t cover anything up.
Admit when you’re wrong and address your errors
People are often willing to give second chances providing they are not lied to or ignored. An apology and an admission of fault can go a long way, so if you’ve made a mistake, don’t be afraid, to be frank about what went wrong. You don’t always need to go into too much detail, but do make sure that you’re clear about how you are going to fix the situation. Denying there is a problem will only make things worse, so be honest, express your regret, and take positive action to address your errors.
Build and nurture your relationship with your audience
Your relationship with your audience is consistently in a state of flux, which is why continuing to nurture these connections is so important. Successful online reputation management actually has a lot to do with exactly how many people believe what is being said, so if you have created a strong brand that is easy to like, you will find it much easier to weather any storms, should they arise. Defending your reputation is also much easier when you have an engaged and loyal audience because they will often feel compelled to jump in to defend you from any unjust criticisms. great reputation management tips for your business