Whether you are using it for customer support, sales, marketing, or community outreach, social media has become a major focus of marketing strategies for businesses across the world.
One major concern of business when it comes to social media is their brand reputation and how to maintain it. Reputation management is an integral part of digital branding. As per a study
, 97% of business owners has expressed that Online Reputation Management
(ORM) is important to their business.
As social media has a huge influence on its viewers, it becomes a necessity to develop a reputation management strategy to protect it from converting in a negative perception.
Routine Social Media Audits
Make a habit of searching each social media platform you are on for duplicate pages or profiles on a regular basis. You can get a clear idea of how your company is being represented to the audience. You might find some duplicate pages where people are trying to use the name of your business to increase traffic to their website. By being vigilant, you can spot these duplicate pages in a timely manner so they can be reported and removed before traffic is diverted to those pages instead of yours.
Double Check Your Content
The content you post on your social media channels needs to be credible in order to gain the trust of people, who could become your customers in future. If not, then people are not going to take your brand seriously, and your company's reputation will suffer as a result. Make the time to check your math, verify spelling, look up definitions, and do a little online investigation to confirm the validity of your claims. Remember, people can be pretty unforgiving on social media.
Apart from this, you should avoid controversial content such as using humor appropriately in your posts. No, all jokes are taken well, it might offend some people!
Engage With Your Audience
There is no point of having a social media page at all if you are not going to engage with your audience.
Social media is all about engagement. If a customer posts on your page asking a question, has a complaint or sends you a message, they expect a response and you need to provide that at any cost. If you fail to provide any response it can have a severe negative effect on your company's reputation, as an upset customer will share this unpleasant experience to their friends and family, and certainly, that is not of publicity you are looking for. This should be the first task on your ORM Strategy Development
Before you send a tweet or post a status that you wish you could take back, be aware of how you are communicating with customers and prospects.
Safeguard your reputation by developing and working according to a full-proof Reputation Management Strategy at Cogniter Technologies.
Cogniter's experts have been into reputation management since 2003. The clients include everyone having an online presence from individuals, small businesses to multinational conglomerates. Whether you have negative reviews, misleading comments or undesirable words in search query autocomplete suggestions, we can help by utilizing our Online Reputation Management Services