Online Reputation Management isn’t a Scary Word

 

Estimated Reading Time: 7 minutes

Online Reputation Management is a tool that every business owners must have in their playbooks if they want to engage and gain trust with their customers. No longer can companies not afford to have a medium in which they can reach out to pacify disgruntled customers, as leaving unanswered bad reviews can cause damage to the reputation you’ve spent so much time building.

 

In just a few years, the nature of the web has changed drastically. Gone are the days of static web pages that are passively consumed by visitors. Now, the internet is dynamic and, to a certain extent, user-generated. Anyone can buy a domain, start a blog and publish almost whatever content they want. In this media landscape it’s more important than ever to actively manage your reputation. Not only does it help customer service and brand awareness, it’s also vital in keeping your customers engaged.

 

According to  SitePoint.com, 72% of consumers use social media to talk to brands, and 95% of millennials expect your company to have a Facebook page. If your company’s audience is primarily millennials than you should already have a Facebook Page. And if you don’t Go Social Or Die can help (insert shameless plug).

So what are the steps in creating and managing an online reputation management system? Well, I’m glad you asked.

 

Step one in online reputation management is finding where and when people are talking about you. Ideally, you should be able to search for your brand on Google and see your homepage, social media pages, reviews and mentions, in that order. If your brand is on Twitter (and it should be), use the new Dashboard custom feed to find people talking about you. Custom feeds do more than just alert you to mentions — it finds any tweet that mentions a specified keyword or phrase.

When you set up your custom feed, your name and @username are automatically included in your custom feed, but also include any of your brand names, product names and hashtags that are relevant to your business, and add negative keywords to filter out anything that’s irrelevant. Setting up your custom feed this way will make sure you’re not missing out on any part of the conversation.

Finally, set up Google Alerts for your company. What’s great about Alerts is that when you set them up, it will give you a preview right away. So you’ll not only see what people are saying going forward, but you’ll immediately find what people have already said about you. This can be very valuable since it will give you some history and context surrounding what people are saying about you.

 

This is article is a way for you to get familiar with the basics of how online reputation management is an important strategy for your business. We all have critics, right? The problem is when there is no remediation involved which gives the impression to potential customers that you either don’t care enough to fix the problem or you are unaware; both which are equally dangerous.

 

For more information on how to get started with our online reputation management services, please check us out here.

 

Damali Thomas BA, M.Ed

Damali Thomas is a Senior Digital Marketing Specialist at Go Social Or Die Digital Agency. She has her Bachelor's in Psychology and Masters in Education and Digital Technology.She has a cat named Cairo.Her favourite business quote: “Your most unhappy customers are your greatest source of learning.” —Bill Gates, Microsoft co-founder