The reputation of your business is key to its success. Now more than ever before, it’s extremely important to monitor and manage the reputation of your business in the digital world.
After all, the expansive communication channels the internet has given us has made the world smaller, and if someone wants to know something, they have a huge range of tools to find exactly what they’re looking for.
Nowadays, consumers hold a lot of power at their fingertips, as one bad review can damage a business’s reputation. Having a polished and effective website is great, but it’s just the foundation of your reputation – social media, comments and reviews can make or break your brand image online. Your overall reputation is influenced by both the content you put out and the things people say about you online.
As consumers can share reviews and comments instantly, it’s critical that you take time to monitor what is being said and protect your position. There are many things you can do to monitor and track your online status, here are some to start with:
Regularly monitor your social media accounts
To manage any business’s online reputation, monitoring social media is essential. You need to ensure the content you’re putting out is neutral and relevant to what you do, keeping a consistent tone across platforms and posts. Even if you can’t post every day, it’s important to check your social accounts and proactively engage with your followers and customers.
It’s crucial you respond to both negative and positive comments in a professional manner – remember everyone can read your response!
Check hashtags, mentions, and comments
As well as your own social media accounts, it’s important to look at hashtags and mentions to see what people are saying about your brand. If someone has tweeted negatively about you, it’s important you send a response and see if you can take the conversation to a private channel to handle their complaint. You should also check relevant hashtags and any custom hashtags to ensure they are being used correctly.
Setting up Google Alerts is simple and extremely effective. By stating the keywords you want to monitor, this tool will send relevant content to your email address. It enables you to keep a track of what is being said about your business elsewhere – you could also monitor competitor’s names to see what others are saying about them.
Monitor review websites
There are many online directories and review websites available to consumers. Whenever possible you should claim your listing, as most of the time these websites lack stringent verification procedures. Keep track of what people are saying and if you see a negative review, respond professionally and ask if they would like to contact you directly to discuss it further
Engage with your customers
It’s important that you take feedback on board and actually listen to your customers online. It’s worth carrying out simple surveys or polls from time to time to show your customers their opinion matters and you want to know what they think.
If your website has a blog with comments enabled, keep a track of what people are saying and make sure to manage spam comments.
There are many other tools to use for monitoring your online presence, but these are a great starting point to keep your reputation in the green. Remember to analyse what is being said and ask yourself:
- What is the leading opinion about your business online?
- What is the ratio of positive to negative comments?
- If there are negative comments, is it something that could have been avoided?
Offering quality online content is critical. Listen to the opinions of your customers and always provide a polite and professional response to their feedback. Monitoring your online reputation is a continual task and not something that can just be done once. If done right, diligent and conscientious reputation management can massively improve your brand image and help your business to thrive in the competitive digital world.