March 2, 2016

Social Media tips for Reputation Management

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We’ve been hearing about the importance of word-of-mouth marketing since the advent of commerce itself, and it remains as valuable as ever. The difference is that today the conversation has moved online, and what customers say and hear about your brand on social media can make or break your brand reputation.

We caught up with 4 marketing experts to explore how brands use social media to improve their reputation management, online marketing and search engine rankings.

What are are your best tips to help a business with their reputation management online?

How do brands brand develop an awesome online reputation by keeping people engaged?

“It’s part of human nature to be critical—or at least more critical—towards people you don’t have a relationship or any direct involvement with. Social media, as an engagement platform, allows you to have more direct involvement with your audience, customers, and people who are interested in what you do and say. When you’re engaged online, you’ll find that people have a less critical attitude in general toward your brand or company.
At the same time, if there is a legitimate concern, you have a better opportunity to reach out in a friendlier way and have a manageable level of discourse rather than having to deal with the trolls who are just there to bash people. The people who have a connection with you will reach out to you more as a friend than rather than, ‘Hey, I have a complaint, and I’m going to trash you because I don’t know who you are.’ So maintaining your engagement online really helps.” —Stoney deGeyter

How can a brand be proactive in overcoming any negative feedback online?

“Our biggest strategy, which has worked amazingly well for us, is to be extremely consistent with how we handle any negativity via social media. For instance, whenever someone has an issue, comment or question, we always respond very quickly and with the same answer. If they have an issue with a product, we acknowledge it and say, ‘Send us an email, and we’ll get this replaced.’ So then when someone new comes into the social media space with an issue, our fans are already there, and they already know how we respond. They will even respond for us and say, ‘Hey, this doesn’t sound like Lot801. You should send them an email, and they’ll probably replace it for you.’ So having a community that’s already there for us builds trust and helps create positive brand reputation for us.” —Lindsay White
What are the important tactical tips for what we can do on a daily or weekly basis to monitor our accounts?

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