8 Tips To Manage Online Reputation
The reputation of your company and your brand is more important than ever to differentiate you from your competitors. Whether you are an SME, a large company, a listed or unlisted group, managing your reputation should be one of your main concerns and part of your communication processes.
With strategic brand reputation management tactics, you can easily improve your online reputation!
1. Develop content marketing
Giving before receiving — that would be the philosophy of content marketing. By studying your audiences and creating Buyers Personas that correspond to your customers, you will be able to create content that answers the questions they ask and propose topics that interest them.
Rather than trying to sell a product directly, gather people with similar interests around you. Offer them informative content that solves the common problems of your target audience.
This content can be of different kinds: blog articles, videos, tutorials, infographics, studies, surveys, white papers etc.
2. Personalise your customer relations
Although they are customers of your brand, your customers are all different. By establishing personalised contacts, you allow customers to feel valued and this helps you to build a special relationship with them. This generates brand loyalty, customer satisfaction and improves your reputation management efforts.
3. Respond to negative and positive online reviews
The online reputation of any business is crucial to building trust and standing out from competitors. When a customer is unhappy and posts a negative review about your brand on social networks, it is imperative that you respond to the reviews as quickly as possible.
It is important to set up monitoring tools on social networks and review sites in order to respond quickly to customers who express dissatisfaction.
With monitoring tools, when you receive a notification, respond to the comment as quickly as possible, be diplomatic in your response. By giving appropriate answers to negative comments and trying to turn the situation around, you will show Internet users that despite a malfunction you are responsive and professional. Everyone makes mistakes, the important thing is to be able to repair them with honesty and moderation.
Positive reviews should not be ignored either, it is important to respond to them, if only to thank the author.
4. Pay attention to customer satisfaction
A happy customer is a customer who comes back, who talks about your products and services, and becomes an ambassador for your brand and company.
Take care of your customers to keep them loyal. It is easier to maintain an existing customer than to acquire a new one. Customer satisfaction is not only the key to business growth, but it also has a direct impact on your brand reputation.
5. Build engagement on social networks
Social networks are used by a majority of the population. By developing your presence on them, you can benefit from the prescriptive power of the social web and use your customers and fan communities to share your publications and recommend them. Be aware of mentions of your brand and company via a monitoring tool. The community manager will be able to respond and stimulate interactions to develop your branding.
6. Stimulate customer reviews and testimonials
Consumers and potential customers trust product or service recommendations from friends and family much more than traditional advertising. By making it easier for your customers to recommend your business, you can create a virtuous circle of new customer acquisition and improve your overall reputation.
So stimulate the sharing of positive reviews, product reviews, tests, etc. by all possible and original means and involve your ambassadors and customers as relays. Getting more reviews on Google can help you improve your image.
7. Develop quality customer support
As a customer, there is nothing more annoying than not knowing how to contact customer service, getting stuck with someone who doesn’t give an answer and being redirected from person to person.
Responding to a customer problem as quickly as possible will improve the reputation of your brand and company.
Increase the number of ways to reach support so that customers can choose the methods they prefer — e-mail, phone, social networks, chat etc. Segment possible problem categories to redirect requests to support contacts who can respond directly.
8. Search engine optimisation (SEO)
Sustainable SEO strategies put your services, products and website at the top of Google on queries typed by potential customers looking for resources and solutions to their problems.
For brand and corporate reputation management, SEO relies on strategic keywords and useful content that drive traffic to your website, increase sales and enhance your image. Dereferencing also allows the cleaning of negative links on Google.
