In real time, anybody can rant or rave about a product or service online. While raves or virtual approvals / recommendations (likes, shares, favorites, repins, etc.) could translate to a big boost in a brand’s credibility, a simple rant or complain can do overwhelming damage to a brand’s name. And because the Internet is a potent platform for “virality,” emphasising approvals or addressing complaints has become an integral part of a strategic digital marketing campaign.
A brands ability to provide relevant and timely customer feedback directly is basically what online brand reputation management is. Maintaining positive relationships with customers and managing a brand’s public image at the same time makes a good online brand reputation management great.
Here are three basic rules of online brand reputation management:
If someone searches for you online, are you there? If you’re there, are you easily found? The strategic and most basic step to managing your online brand reputation is to be there and be the source of information.
Maintaining your “official” online presence provides your customers a sure venue where they can easily talk to you for comments, suggestions or complaints. Whether positive or negative feedback, you are sure to know first hand what the word is about your brand when you have your customers sending messages directly to you.
Having your official online presence also allows you to send out messages or statements that you would like your customers to hear – this can mean relevant content that will support your brand positioning or official announcements / statements.
There are two types of people online: those who like to share and those who like to read. People are sharing their thoughts online all the time. Likewise, people are consuming what other people share. With the millions of people online, it would probably be near impossible not get a single review of your brand somewhere. The task now is to find out what people are saying about you. Comb through the online space by initially finding out what comes out on the search engine results page (SERP). Blogs or forums are popular platforms used for product or service reviews.
Engage Your Customers
It’s not enough to see what people are saying about your brand. Acknowledge and talk to your customers. Get a deeper understanding of where your brand stands with your customers. This is your chance to nurture a healthy relationship with your customers or address an issue that may be working against your brand’s reputation. By engaging with your customers online, you are giving your brand a chance to connect with your customers like never before.
As a rule of thumb of digital marketing experts, all inquiries or comments must be answered in a timely manner and with a consistent brand tone. Prolonged or completely unacknowledged feedback is a big no-no.
Online brand reputation management can be an overwhelming task to carry out. Nonetheless, this is an investment worth looking into if you are interested in maintaining a positive image for your brand and would like to work on strengthening brand loyalty with your customers.
Keep in mind that if you’re not managing your reputation online, someone else will.
Get Hooked 360, Digital Marketing Agency Philippines