1. Create a social media presence.
Let your customers know how to reach your brand on social media. Link your website to Facebook, Twitter, Instagram, Pinterest, Google + and any other social media accounts your brand is represented on. This makes it easy for your customers to engage with your brand on Social Media.
This way, if a consumer is using social media to talk about your brand, they have a way to let you know. Don’t wait to get on social media until it’s too late. It takes time and money to manage an online reputation, but it’s still important. Build your brand online so you have a trustworthy presence in the event of a crisis. Having an established social media presence is a great way to start building trust and authority.
2. Engage your audience.
It’s important to have a good response plan when consumers reach out to your brand online. A good online reputation management plan has a fast response time and makes sure all the accounts are carefully monitored.
How do you avoid missing comments? Here are some of the easy ways you can avoid missing a comment, check-in or mention.
Email - Set your Social Media accounts and website to send you notifications.. Get a message in your inbox every time someone leaves a comment, checks-in or mentions your brand. This is an easy way to keep track of all your profiles in one place. However, this method has a few glitches. If this is the only way you keep track of your accounts, you may miss something.
Smartphone Notifications - Use smartphone notifications and text alerts as a backup plan. Download the Pages app and add your business accounts to your Twitter app.
Check Accounts - The best way to ensure that you haven’t missed anything is to check your accounts regularly. Don’t rely on emails. Log on to your Facebook page and check your account at scheduled times during the day. For example: as soon as you get to work, before lunch and right before you head home.
Don’t delete negative comments.
- Write a response that shows genuine interest by addressing concerns. Try to take the conversation offline by directing the customer towards a real person that can help.
- It’s better to engage than to delete. If it seems like a troll is blowing up your Facebook notifications, or you receive a negative comment doesn’t make sense, use the opportunity to show your followers that you are listening. Ask the customer to clarify, direct them to a contact page or phone number that will connect them with a person who can help solve the issue.
- Avoid using negative words like “problem”. Stay positive. If a mistake was made, use the opportunity to show the honest and considerate side of your brand without losing trust or authority.
3. Stay part of the conversation.
- Remember all those notifications you just set up for your own social media accounts? Set a few of the same ones up for your competitors. Or, to avoid any more notification clutter, have a list of accounts you check once a day.
- Set up Google Alerts for topics related to your brand.
- Use social media platforms, like Sprout Social, that have tools that allow you to search social media chatter for terms related to your brand.