Social Media reputation management plays a huge role when it comes to maintaining public impression. It does not matter whether you are a public figure, a celebrity, or a brand, your social media appearance will make or break your solid public image.
Oftentimes, people neglect social media appearance and take it as something worthless. As a business owner, you need to be aware of the positive impression of social media and its advantages in the world of business. There are hundreds of benefits of having a maintained positive social media reputation:
- Brand Recognition:
It is a reliable and fast way of marketing your brand, company, or business.
- Constructive Criticism is Like A Mentor:
You can get suggestions from your audience and customers through your social media. Consider your customer’s reviews and value their feedback as it will help you to make positive changes that will enhance your reputation as a brand.
- Customer’s trust:
We know that people prefer customer-centered companies. Try to be transparent and honest with your customers. Try to stay connected to your customers through your social media. Don’t forget that your customers are like your brand ambassadors.
What is Social Media Reputation Management?
It includes user-generated social media content. For instance, It incorporates the maintenance of social media through managing the online response of the users, like reviews and perceptions about a brand or a business. It is all about your brand’s social media appearance. There are mainly three ways to maintain your social media image:
- In-house social media reputation management teams
- Social media reputation management software
- Social media reputation management agencies
For an In-house social media management team, you need to hire experts and train people under your organization to manage your social media. This team will only work for your organization, so they will have more time to research and work. You will always have that quick backup support of your In-house social media management team.
The other option is reputation management agencies. These agencies usually have the best experts in review response and reputation repair. It includes some cost, but it is a good investment for the image of your business. They will surely give you a good experience as they are fully trained experts in social media crisis management and reputation repair.
How does Social Media Reputation Work?
We all know that people trust social media a lot. Everyone looks into the online appearance of a brand before getting their services and products. Only one negative comment or review can ruin a whole image of a brand. That is why It is crucial to have a positive social media image.
As a brand, you need to see what other people are saying about you online. Creating a strong social media management system is a solid investment for your brand. It will help you to protect your social media image in the long run. This will surely boost your overall sales and customer trust.
How to Manage Your Social Media Reputation?
Reading negative feedback about your brand is not so encouraging, but if you do it properly, you will surely succeed. Make sure to have a strong reputation management system. That way, handling negative feedback would not be a problem.
Some Important Steps for Feedback Handling to Maintain Social Reputation
- You need to know your social media’s current reputation:
First of all, try to see what is the position of your social media reputation currently. You can use social media listening software to see what people are talking about your social media appearance online.
Track your company’s name and also monitor user feedback through online software. Don’t forget to track your brand ambassador’s name, brand representatives, and keywords related to your industry, and track your opponents too.
By incorporating all these steps, you will be able to assess your company’s social media reputation properly. Proper data collection is the first step and the second step is to create a review response system. Now look into the reviews and try to manage them. Also, start a project to eliminate all the negative reviews and feedback.
- Review Response System
This step is a crucial part of social media reputation management. Setting proper guidelines for your social media management team is important. Train your team to be polite and concise in their response to customers.
Train your team on how to manage negative and positive feedback from customers. Having a trained social media managing team can be highly rewarding in the long run.
- Don’t Forget to Highlight Positive Feedback
You cannot remove negative feedback without having to deal with angry customers, but you can always highlight positive feedback about your brand. There is a high chance of having a good number of satisfied and happy customers.
You can utilize their positive perception of your brand and politely ask them to leave genuine reviews on your social media accounts. You can also use Search Engine Optimization techniques to optimize positive reviews and help them rank higher on search engines.
- Resolve Your Problems
If you get constant negative feedback regarding an issue, solve it as early as possible. Don’t just leave it on its own, as the matter could destroy your social media reputation. Try to address the issue and assess it keenly.
Show your dissatisfied customers that you are genuinely sorry for your mismanagement and timely solve the problem. This quick action from your side can turn negative feedback into positive one.
- Analyse All Sources of Feedback
Monitoring only one or two social media accounts is not enough. To collect authentic data regarding your feedback, you need to monitor all social media accounts like your Google, Facebook, Twitter, Instagram, etc. By observing your social media accounts keenly, you can improve and maintain your positive social reputation online.
To save your time and manpower, you can use social media reputation management software to monitor feedback across all your social media accounts. You can also utilize the option of using email, where you will get a notification every time someone mentions your brand online. This way you will be able to give them a timely response to their feedback.
Track Your System
Observation of your reputation management system is very important to see any progress. Check if your established system is working by analyzing feedback, reviews, sales and other aspects.
Change and modify anything that you think is not working properly in your system. You need to know whether your system has any direct impact on the social reputation or not. That will give you a pathway to walk on for the future.
You Can Always Ask for Help
If your company is lacking behind in managing social media reputation or maybe your company is new in this industry, you can always ask for help. A social media management company can provide you with external help and support.
It will save you time and money, as well as provide you with the best experience in the field. You don’t have to plan strategies and rules as the company would help you with each and every necessary aspect in building your social reputation online.
Some Principles to Follow in Reputation Building Management
- Be kind and respectful towards your customers while giving them responses online.
- Always apologize on the behalf of your company.
- Timely respond to your customers, especially to negative feedback.
- Inform customers about your contact details, so they can stay in contact with you without any issues.
- After resolving a customer’s issue, let them know by sending them an email.
- Ask new customers to give their valuable reviews and feedback.
- Modify each response and talk to a customer by using his name. Instead of generalizing the meeting with a customer, make it customer specific.
- Don’t try to fight with a customer.
- Don’t ever bribe or offer anything to your customer in exchange for something illegal.
- Don’t delete any negative reviews.
In today’s day and age, it is a crucial aspect to have a proper social media reputation management system or team under your organization. Without it, it is almost impossible to compete in the industry.
For smaller and newly established companies, hiring a social media management agency is a great tip. For established and large organisations, having their own reputation management team is the way to survive in this age.