Every business today understands the importance of social media as a marketing channel. Social media marketing has gained a place for itself with all the other digital marketing tactics that are widely used the world over to reach out to a targeted audience. But there is another role that social media can play in propagating your brand. That is through social media reputation management.
According to studies, 44.8% of all internet users worldwide used social media to research brand information in 2020. This means that apart from the internet in general, people also rely hugely on social media to learn more about businesses when making purchase decisions.
Social media is also one of the least expensive media to reach out to people and create brand awareness. This makes social media reputation management far more affordable and practical for big and small businesses.
Importance of reputation management on social media
Online reputation management plays a major role in a brand’s success. Your customer ratings, reviews, and feedback tell others whether they can trust your business or not. It is important for you as a business to know what people think about you. Online reputation management requires you to monitor people’s conversations online relating to your brand. The business then uses this information to improve its products and services, and in turn increase customer satisfaction.
Most businesses attract both positive and negative reviews. Some customers may be happy with your services while some may have higher expectations, and that is nothing to worry about. Online reputation management ensures that even negative reviews and comments are attended to. Since reputation management works towards building credibility in your brand, you cannot ignore negative publicity and carry on with your work.
You need to show your customers and prospects that you care about them. Any negative reviews should get a response assuring to get the issue resolved. This is an important aspect of online reputation management and goes on to show the brand as one that puts customers first.
Social media is the best place to reach out to prospective customers, track their conversations on related pages and forums, and get them to follow your brand. That is why social media reputation management can be a powerful tool to build your brand image. It allows you to easily target the right audience and build awareness about your brand among them.
Tips to succeed with social media reputation management
With so many social media channels and so much content on each of these channels, it may be a little difficult for a beginner to navigate their way around reputation management. How do you ensure that people notice your brand? What makes people want to interact with a brand on social media? Why do social media reputation management at all? There may be tens of other questions like these when you are just getting started.
To help you build a better social media reputation management strategy, here are few tips:
Assess your current social media presence and reputation
The first thing you need to do, when you opt for social media reputation management, is to assess where you stand. Do you have a social media presence? Some of the most popular social media channels, like Facebook, Instagram, YouTube, LinkedIn, are where most businesses are building their strongholds. Are you visible to people on any of these platforms?
Also, try to find out if people are talking about your brand on any of these popular social media channels. If they are, what are they talking about? This will give you some idea of what your current reputation on social media is.
Create and post engaging content
The initial assessment tells you where you stand. With that information, you will know the gaps that exist in your social media presence. You may have not been posting content regularly and consistently, causing your social media following to dwindle. So, as a next step, you need to start engaging people with good content.
Create valuable and authoritative content that is relevant to your niche. It should be something people who should be interested in your business would find valuable. The more high-quality content you post regularly, the more likes and shares you begin to get. This spreads the word among your target audience, and they start engaging with your brand.
Address the negative reviews
The next important thing you need to do is addressing the dissatisfied customers. If during your initial assessment, you did find some negative reviews or comments on your brand, you need to respond to them immediately. A negative comment left unattended on any social media channel may convey that the business is not concerned about customer satisfaction.
To show that you value your customers and this is an unlikely but unfortunate incident, respond to the review/comment apologizing for the inconvenience. Offer to connect with the customer directly to discuss and resolve the issue at the earliest.
This portrays you as a brand that cares and also encourages customers/ prospects to contact you.
Make the best of positive reviews
Social media platforms are the best place to boast a little about your achievements. They are also a great place to leverage the positive reviews that your customers leave on your website or elsewhere. You can share the positive reviews you receive thanking the customer for trusting your business.
Seeing positive reviews about your brand reinforces people's trust in it.
Resolve issue faster
Social media allows you to be in touch with your customers round the clock. So use this benefit to resolve their issues faster. Most businesses usually have a dedicated social media team to respond to customer comments and chats instantly. Answering their queries or resolving their issues faster leaves you with more satisfied customers and helps in reputation building as well.
Get help from an online reputation management service
If your business cannot afford to have a dedicated social media team, you can always seek help from a professional agency. Experienced online reputation management services in Miami can help you with social media reputation management as well. The professionals in these reputation management services have the expertise required to build fail-proof social media strategies for your business. They track and monitor all the activities surrounding your brand on social media to gain useful insights that can be used in your online reputation management.
Find an agency that helps with online reputation management in Miami. Make sure to choose one that understands your business’s priorities and goals.