7 Tips For Maintaining A Good Reputation On Social Networks
There is no faster or more efficient vehicle for those who want to make their brand better known, expand their business, diversify their operations and communicate with a wider audience. But in the same way that it can be a powerful ally of your business, the web can also contribute to scratch the image of your company, if communication with the public is not efficient.
The following is a guide to maintain a positive image on social networks, monitor what is said about your company and manage crises.
1. Have an active presence on social networks
It is not enough to create your profile or fan page and think your work is complete. Tools such as Facebook and Twitter require entrepreneurs to constantly interact with customers. Those who follow a company on the networks expect to find relevant posts, which are updated frequently.
2. Speak your audience’s language
Find out who your customers are, what they think and what they expect from your company. Identify your persona and adopt a communication that reflects your brand. The younger audience is looking for interaction, videos, promotions etc. A brand aimed at a mature audience may be more successful with actions that indicate exclusivity.
But beware: this language must be coherent with the company’s image outside the network!
3. Do not let the user speak alone
If the consumer takes the initiative to contact the company and the company does not respond, the repercussions can be disastrous. Worse: the competitor, realizing this, may act more aggressively, causing users to migrate to a more interactive page.
4. Follow up everything that is said
The constant monitoring of everything that is published about your brand is vital to react quickly in situations that can be harmful to your image. As specialist services in the area can be expensive, a good idea is to turn to free tools available online.
5. When faced with complaints, be quick and efficient
Posting a serious criticism without a response, or even a deleted post, can have damaging potential in the future — and turn a simple problem into a bigger crisis. Acting at the beginning, the company cuts the harm by the root, avoiding unpleasant situations.
6. Do not confuse social networks with customer service
Whenever possible, take the conversation out of the public space. If a complaint comes up on your page, reply quickly, regretting the fact. Then, ask for the e-mail and a contact phone number and solve the issue directly with the consumer.
7. Take responsibility
If your brand finds itself in the middle of a crisis, the first step is to understand the size of the problem. Is it a real crisis or a rumour that has taken on exaggerated proportions? The next step is to give a suitable response. A formal apology on social networks does not necessarily work as an admission of guilt, but it shows that the company is engaged in solving the problem. Making public the solution to the case shows that the company wants to prevent the problem from happening again in the future.