One of the biggest investments you can make for your brand is reputation management.
The perception of current and potential consumers has a significant effect on traffic, sales, and more.
If it’s positive you need to explore how to capitalize on it.
If it’s negative, though, you need to act right away.
Here are 5 steps to take when handling online reputation repair.
1. Know Where You Stand
First things first – assess the situation for how good or bad it really is.
Dig through product reviews, customer testimonials, and user surveys. Then, take a closer look at search performance and bounce rates as well as conversion metrics.
Don’t forget to look through third-party resources like people who have referenced your brand in comments, personal posts, and especially blogs.
Check chatrooms for anything from eCommerce to the rise and drop of store capital stock, too. Leave no relevant industry information platform overlooked.
All of these tools should start to paint a big, detailed picture of your online reputation.
To be sure you understand everything, though, consider getting a reputation audit.
2. Get the Basics Down
Once you know where you stand, you have to do something about it.
Start by responding to reviews and creating a strategy to push better content.
Responding tells consumers you’re aware of their disappointments. It gives you a chance to own up to your mistakes, or to clarify a misunderstanding.
New and engaging content keeps users interested, and can be a way to show you’ve heard their feedback.
3. Be Social
While you’re checking reviews on any platform – your website, your email, or via your research development team – don’t forget about social media.
This is one of the most common places users will go to share their thoughts whether they love you or hate you.
As such, it needs to be a point of focus for your online reputation repair.
Use your Facebook, Instagram, and Twitter accounts to create a stronger, more genuine user interaction.
Reach out to the consumers who are upset and praise your loyal followers. Share a bit of what’s going on behind the scenes as you apply audience feedback.
Maybe even consider social media as a way to launch your rebranding efforts.
4. Exceed Expectations
No matter the tool or channel you use to for online reputation repair, be sure to go above and beyond.
Assure your consumers you’ve heard them by offering discounts or vouchers for their next purchase. Create a personalized response method for the particularly upset consumers.
Consider giving a loyalty perk to those who have stood up for you, too.
5. Hold Your Team Accountable
Your internal team is just as much a group of brand ambassadors as loyal consumers are.
They are the face of your brand, and need to act accordingly.
Accountability for online reputation management doesn’t need to be done with an iron fist.
Simply train your staff from the start about their online responsibilities. Talk to them about the right and wrong use of their social media and email handles – regarding both personal and professional accounts.
Make sure they understand the possible repercussions for themselves and the brand.
Follow up with this training from time to time as well, and provide relevant examples.
Hire Your Online Reputation Repair Team
We saved the best reputation tip for last: When in doubt, hire the professionals.
You have enough about your brand to worry about between marketing tactics and new product lines.
Let us handle the way this all comes across.
Contact us today to discover your reputation management possibilities.