Have you just discovered that your reputation management strategy is a major turn off to your critics and customers? Wondering how to respond? Should you fire back, get angry, censor comments, ignore the situation entirely or just let it all play out?
These are some of the questions marketers are faced with these days. With more consumers going online to share exactly what they think of brands and companies, it’s become increasingly difficult to capture every single thing that’s being shared.
As someone who is responsible for online reputation management, doesn’t it make you wonder just how many other channels are out there for customers and critics to share opinions on? Do you know what people are saying about your brand? Do you have a plan for responding to feedback?
If your answers are no, here are the hacks for improving your online reputation.
1. You Have to Cover Your Assets
The first step is to know exactly where you are online. The next step is coming up with a plan to use those assets to suit you.
Online reputation management today calls for a lot more than looking after a website. You need to be leveraging your social media channels as a way of attracting, engaging, and encouraging positive feedback.
2. It’s A Lot About Letting Go
You’re in control of where you’re present, what you post, and how you respond to comments. So be sure that your online approach is aligned and consistent for every platform. While it’s near impossible to censor every negative comment you have online, try to respond appropriately and consistently when you do come across negative feedback.
3. Rules of Engagement
It’s always a good idea to have influencers in your corner when issues arise. Take time to build and cultivate relationships online and you’ll be setting yourself up with an army who will assist you with approaching any issues if and when it happens.
4. Is It Time to Rethink Your Strategy?
If your approach to reputation management has not involved planning for or talking about negative feedback, it’s time to rethink your strategy. Managing your company reputation head on shows you really have listened and that there aren’t any off-limit subjects.
5. Don’t Get Negative!
If you counteract negativity with negativity, you’re going to have a disaster. Instead, take a positive approach. If you feel a formal response is in order, keep that positive outlook and show you’re open to feedback and happy to address comments head on.
6. There’s No Mistakes, Only Avoidances
Learning from a mistake is key to improving your reputation management strategy. Maybe you’ve previously responded negatively to negative feedback. Avoid making the same mistake and come up with a plan for addressing issues and offering positive insight.
7. Keep Monitoring
Ongoing monitoring of your reputation is crucial for protecting your online assets. Try implementing cost effective solutions that will allow you to monitor issues in real-time for quicker responses. Not only is it important to monitor your brand mane, but also your company, products, services and even the key executive’s online reputation.
Sometimes you just need a good sounding board for helping plan the best approach. Luckily, we have extensive experience in the area of reputation management and are always up for a chat. Feel free to give me, Jessica Chabot, a call at 1-877-873-7445, reach out on Twitter, or email me at jchabot@mill-im.com to learn more about how to plan for putting the best version of your brand out there.
