Brand Reputation Management is not easy. To build and manage a positive brand reputation It needs consistent engagement with existing customers and to enhance their experience with your brand you need to be available 24/7 365 days a year.
Well, it is obvious – You can not do it all alone. This is where an Online Reputation Management Expert or ORM Agency will come in the picture.
A happy customer will tell up to 15 people, an unhappy customer will tell as many as 25. The sad truth is that bad news spreads further and faster than good news, which means that it’s never been more important to manage your brand’s ORM.
The online world allows anyone to post just about anything, and that means you need to be alert. If you’re not paying attention then you might realize all too late that your brand has been damaged, and your bottom line has been greatly reduced.
This is how we do it for our clients. We’ve put together 9 simple tips you can use to make sure you stay on top of things.
Say What You Stand For, And Stick To It
Nobody likes a company that seems to contradict itself every time it posts some content, so make sure that’s not what you’re doing. Articulate a clear message and a mission, and then create content that shows how you’re bringing it to life.
Often you can over complicate your content, so make sure you take a step back and view it from the customer’s point of view. If it doesn’t add anything to your brand’s identity then you need to get rid of it before it damages your reputation.
Remember That The Customer Is King
The customer is king which means they’re the one that is always right. You might not always agree with the feedback that’s left, or the demands that are made of you, but put those feelings to one side and keep it professional.
If a customer requests something in a public setting such as social media, go the extra mile to show that you’re happy to try and accommodate them. Not only will it ensure they come back over and over again, it’ll also show everyone else reading your exchange just how good your customer service is.
Treat Every Review As Constructive Feedback
Online Reviews are great when they’re positive as they help build your brand, and if there’s a chance to write a public ‘thank you’ then take it by all means. If you get a negative review you can also use it as a chance to grow your brand.
See it as an opportunity to get some invaluable constructive feedback, and then structure your response in a way that shows everyone you’ve learned from it. Mistakes will happen from time to time, but failing to learn from them is the biggest mistake of all.
Respond To Your Customers With More Than Just Stock Answers
A customer can tell a stock answer or a template response a mile away because the tone just isn’t right. By all means, have a starting point in mind for certain types of questions, but write everything originally.
That way people will get to know your brand on a more personal level, and they’ll feel like you value their time. This news will quickly spread, and before you know it you have a glowing reputation as a business that prides itself on customer service.
Add Value Through Your Content
Many people associate managing a brand’s reputation as the ability to respond in a crisis, but there’s far more to it than that. If you want to be able to grow a reputation that precedes you, you need to be proactive with your content.
Adding value is the order of the day, and it’s something that can be hard to get right. You don’t want to give away so much that you devalue your unique offering, and you don’t want to give away so little that people never stop to take a look at what you’re saying. Getting the balance right will be crucial to your brand’s reputation.
Incentivize Customers To Leave Glowing Reviews
Positive reviews are essentially free marketing, and a great boost when you’re trying to grow a reputation as a leader in your area. If you want to obtain more reviews than your competition you need to take a proactive approach to get them.
Paid reviews are obvious, dishonest, and harmful to your reputation which means they are best avoided. But incentivizing your happy customers to leave a review is a great piece of the initiative. Create a rewards system or a free prize draw — whichever fits with the ethos of your brand — and you’ll be far better equipped to persuade a few more people to wax lyrical about you online.
Take A Proactive Approach To Social Media
Social media is a pivotal part of any brand’s reputation, and outreach is often the most telling part of any social strategy. It’s relatively easy to queue up relevant content in some scheduling software, but taking the time to reply to each message in a personal way is what will really enhance your brand.
Treat every message as if they were from your biggest customer and you’ll soon be able to create a reputation as a company that puts its customers first.
Learn From The Negatives: Don’t Argue The Point
When someone voices displeasure or criticizes the way your business has done something: learn from it. It’s the only thing you can do if you want to improve, and it’s your only choice if you want to finish the day with your reputation intact.
The moment a back and forth argument you’re involved in goes viral, your reputation is history. If you have a large company with multiple customer-facing sites then this can be even more of an issue. In which case you might want to think about standardizing your staff training and including conflict resolution.
Consult A Brand Reputation Management Expert
Our final piece of advice is to reshape your Brand Reputation Management Strategy, consult with a Brand ORM Agency or Expert whenever possible. There’s no better substitute than having someone knowledgeable delve into every aspect of your brand’s ORM. That way you’ll be able to get a far better picture of what your customers think of you, and which areas you urgently need to improve upon. Act on the advice, and your business will go from strength to strength.