Almost every business today builds its presence on social media. The main reason is that social media platforms allow businesses not only to promote themselves, as well as their products or services but also to engage directly with their target audience. Nowadays, online consumers are quite savvier when it comes to doing business with companies. Consumers today also focus on a brand’s reputation and not only their service. The problem is, having a good reputation in the online world is quite difficult.
What’s more, maintaining a good reputation is even more difficult. One bad move or a simple mistake and people will know about it. Not only that, but they’ll start to talk about it, and soon everyone will know what your brand did. In other words, maintaining a reputation on social media is like walking on eggshells. However, that doesn’t mean it’s impossible or that you cannot improve your reputation through your efforts. That being said, here are a few ways to improve your reputation on social media.
Engage with your audience
The first step towards improving your reputation on social media is to communicate with your audience regularly. It shows consumers that you’re active and willing to engage with them. It also helps build a meaningful and long-lasting relationship with your audience. However, you must also remain consistent; otherwise, your audience will feel neglected and you’ll have bad press on your hands soon enough. Businesses that favor a particularly large social following may find responding to everyone increasingly difficult.
In such cases, it’s wise to use social media automation to generate responses. Still, too many automated responses may frustrate your followers. Therefore, be cautious when using response automation and try to reply in person to more important questions or feedback. In addition, listen to what your audience has to say and act on that feedback. It will show them that you actually listen and in return, they’ll appreciate you for it.
Leverage social mentions
Social mentioning is a great way to discover where your reputation stands on social media. Social mentions, as its name suggests, helps track conversations where your brand is being mentioned. You’ll be able to determine what people are talking about you. That way, you’ll see if you’re doing well and consumers are satisfied or you’re doing something wrong and people are not happy about it.
Brand mentions help you determine how often your brand is being mentioned and in what context. It also allows you to zoom in on conversations and engage with your audience, especially in conversations that have the potential to improve or ruin your reputation. There are various tools to help you track social mentioning; some are free while others require a subscription. Nevertheless, if you want to improve or maintain your reputation on social media, it’s advisable to track these mentions regularly.
Have a crisis management plan (just in case)
As mentioned before, maintaining an online reputation, especially on social media, can be very difficult. The main reason is that reputation can be very fragile online. It only takes a single dissatisfied customer to start a chain of bad press. What’s more, a competitor may pose as an angry customer and try to undermine you. Therefore, whether you’re facing a PR disaster or you’ve just received some negative reviews that could potentially hurt your reputation, it’s important to respond to negative feedback.
That will help you can maintain some degree of control over the situation and give you the opportunity to turn it to your advantage. You don’t want to wait for too long, or things will easily get out of hand. Having a crisis management plan prepared in advance will not only help you to act as quickly as possible, but you will also have a proper response ready, which is crucial – you don’t want to put out a rushed and clumsy statement that could cause even more problems than you already have.
Uphold your brand promise
If you deliver exceptional product or service, as well as a seamless customer service and support, you’re able to provide customers with an excellent experience. This is vital for your reputation and not only on social media but on the online market as well. Whatever you do to deliver value to your customers, make sure you keep doing it. Deviating from your brand’s promise can easily lead your reputation down to ruin.
If you’re consistent and transparent, you show customers that you have their best interest in mind and they know what to expect from your brand. That way, even if someone tries to deliberately ruin your reputation through negative press and reviews, your customers most likely won’t fall for it. After all, the best way to protect your reputation is to have loyal and satisfied customers who know that your brand is trustworthy and reliable.
Reputation is an essential factor in both consumer relations and business success. If you favor a good reputation on social media, your business will surely flourish. However, a good reputation takes years to build, but it only takes a single moment for it to get ruined. That’s why it’s very important to maintain it and ensure you’re fully prepared to defend it.
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