Are you managing your online reputation?
Reputation can affect purchasing decisions and directly influence the growth or decline of a business or company.
Many companies are now using reputation management in redes sociais, responding during a crisis and monitoring the conversation to prevent future crises.
Try searching by the name of your company and products to Immediately assess your online reputation. What do you find in the first ten results?
What follows are three tips to help you manage your reputation with redes sociais.
#1: Establish your Online Reputation
When someone searches Google for your brand name, your business should immediately be waiting for the user on the first page and eunome.com or .pt should not be the only results.
Twitter, Facebook, LinkedIn and others redes sociais they should help you gain control over the first page of results. If you have a particularly common name, having the search terms for your brand name is important for users to find the right information.
As Redes Sociais can help you create a stronger online presence, so that older news stories don't appear at the top of search results. If not control your brand, anyone can publish incorrect and/or defamatory information that will harm their reputation.
According to a published study by Slingshot at the end of last year, the first result to appear on Google receives around 18% of clicks and the second around 10%. Regardless of the current percentage, the data proves that The first results to be listed are the most important for your brand's reputation.
The reason why you should control multiple search results from your first pages results is that if a crisis breaks out, your brand will have several channels in redes sociais with good performance to spread your message.
These channels will help to push down the results you don't want to see, whether they are negative or from a competitor.
Creating profiles in redes sociais It has become an opportunity for anyone to express their joys and complaints about their company and/or brand. Hold your profiles in redes sociais will help you to better control and manage conversation and buzz, so that you can respond appropriately in time and in mode.
If you haven't yet gotten involved and put your brand on redes sociais, these conversations and buzz will always occur and you probably won't have any chance to get involved and defend.
#2: Control Responses during a Crisis
For a company, a crisis can range from problems arising on its website to a lawsuit. The way a crisis is managed can make a huge difference to any situation in the future. Is important monitor and respond to customers who write on your wall or send messages to resolve any issues, letting your users know that you listen to them.
If you are unable to resolve a user's problem with a single response, the wisest thing is to speak to them in a more private setting, removing the matter from your audience's attention as quickly as possible.
Sometimes even brand ambassadors will step in to resolve the conflict for you. Even if your goal is to calm dissatisfied customers, don't assume you'll always be able to do so. Prepare the tools and a strategy to monitor, so that you are not caught off guard by the buzz created around your brand.
#3: Monitor the Conversation
Now that you have created and are updating your brand profiles on redes sociais, you may come to the conclusion that be aware of what is being said online about your brand it is an overwhelming task.
Therefore, many are monitoring their brands using consumer monitoring tools. redes sociais, as these are the first lines of defense when we are managing our online reputation. With these we can quickly thank a compliment or manage and resolve a problem when it is still possible.
Before a negative comment goes viral or enters the top ten results for your brand name, wouldn't it be easier respond and resolve the issue or take this matter offline?
The monitoring tools for redes sociais They range from free to more advanced enterprise-level tools or tools that only monitor certain platforms. Even though these tools capture the vast majority of mentions of your brand on the web, none will be able to capture them all due to privacy policy settings.
Here are some tools worth looking into:
- Google Alerts is a free tool that monitors all the sites that Google can index, with options to be notified as soon as it happens or weekly.
- Trackur is an affordable tool that monitors various redes sociais, as well as forums, blogs and news sites.
- SocialMention is a free tool that monitors more than 70 redes sociais.
There are also several specific applications for Twitter, such as Seesmic or the HootSuite.
As redes sociais they happen and develop live, so the quicker you respond, the better your customer service will look in the picture.
While people have the right to voice their complaints and criticisms, it is up to you to turn the situation around and achieve turn negative comments into positive opportunities. Once the redes sociais are public, the quality of your service will be scrutinized by other users, potentially influencing their purchasing decisions.
People love to feel heard and mentions of a brand are an invitation and opportunity for the company to respond.
What is your experience?
What do you think about this subject? Use the redes sociais in your business and use them for customer service or to provide news about your company? Are you a customer who had a good or bad experience with a company and made your voice heard online? Did the company respond? Share your experiences in the comments box below.
