Social Media Reputation Management – Strategies to Handle Negative Reviews

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“Character is like a tree and reputation like its shadow. The shadow is what we think of it; the tree is the real thing.”Abraham Lincoln

There are a lot of misconceptions about online reputation management. Many marketing executive fail to understand how poor online reputation management has a big impact on company’s revenue and can damage company sales. Some people think it’s just asocial media monitoring task, while others believe it has something to do with public relations, and still others literally have no idea how it can impact business and sales.

Social Media Reputation Management

The internet and most trending social media has introduced a new way of interactive channel for customers to express their views and complain about defective products or poor services. It is true that often a disappointed customer will spread the news about their worst experience to many people but a satisfied one remains silent. Today, the internet is a platform through which discontented customers can tell the world about their experience and how unhappy they are with a particular product or service in seconds. If you ignore it, the situation won’t change and the problem gets worse.  Let’s have a look on this insight.

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How and where we should respond?

Reputation is based on what you do and how you talk about it,” explains Joe Brown, Creative Director of Digital Strategy at MediaJunkies. He says “It’s a different, unexpected way to interact with people and we’re able to reach people in a new and different way. The program is almost entirely digital/social.

As major brands get better at their digital and social media marketing, they risk alienating consumers, even when such enterprises understand that social media marketing depends upon conducting sincere conversations with customers. After all, we consumers don’t always appreciate a conversation with a big company, even a sincere one.

Social media, including Facebook, Twitter, throws light on the negative events fast and very publicly. When any misfortune happens to your brand, news travel like wild fire, so everyone must be prepared to act in response quickly and more professionally. Below are mentioned some tips to evade such instances and protect your company’s reputation.

Utilize tools to monitor all social media communication platforms for any negative event happens.

Always get a plan ready in advance to face any incidence that hampers your company’s name. Get a team ready in advance to respond and face the challenge. The team will efficiently handle the situation by discussing negative events, determining the best response and addressing the issues as fast as possible on all social media channels.

Use the common social media platform like Twitter and Facebook to proactively broadcast new launch and company news. Add a link to the landing page so people can read the news about your company that you are promoting.

Use the social media channels to promote Press Release that broadcast your company events and awards and recognitions you have achieved. The mantra is to promote your own brand name.  

Social media is a multi-dimensional. It is one of the most powerful and efficient tools that can make or mar your interest. You need to monitor your brand name and keywords all round the clock and make sure to respond quickly to requests. Address to negative statements and complains immediately to minimize damage and manage further risks. What is important is to respond to all the negative impacts quickly in a positive and helpful manner.

Target the Right Audience

With over millions of users on social media platform like Twitter, you need to target particular audience you want for effective result. Many uses are there who are using the account just to go with the flow and they are least interested in what you have to sell. You need to be specific and choose only the right audience so that your message reaches out to the right people. You don’t want to sell your product to the wrong product. As you find potential customers, follow them and add them to your Twitter list so that it is easier to monitor them.

To sum up, if negative comments are hampering your interest, never ignore those comments. Address them at the right time and this way your brand and company reputation will improve.

To sum up, here are some practical tips that will throw light on the subjects we have covered so far. The concept “brand reputation” will change over the years, but there are certain things that will benefit you and your brand time and again-

Earn the Respect

Business experts believe that trust is a very delicate thing and it is difficult to gain. Making others respect you and appreciate your work is more important than any other online reputation management effort.

Be Apparent

Radical transparency or the idea of making people know everything about you could actually be a major driving force to increase organizational performance.

Give Prompt and Polite Responses

When a customer post negative comments on social media, make sure to give a prompt and simple reply. Your reply must be humble and generous like- “We apologize for the inconveniences. We will get back to you soon”. Etc.

Combat Illegal Attackers

Sometimes you need to gear up to fight with illegitimate behavior. If anyone posts any dishonest view or unreal videos about your brand, point them out and take necessary action. Probably, if you let them go, they might do it again.

Learning from Previous Mistakes

We live and act in a way to prevent mistakes. Sometimes, our mistakes and failures are guideposts in our learning process. So, to learn to grow up always embrace failures and shortcomings because they not only make us realize what we are, but also teach us some powerful lessons.

Seek Help if Necessary

If your efforts for online reputation management are not effective enough to protect your brand image, you can take help from the professional.

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Shiv Gupta is an Internet marketing professional & Editor at SEMPandit. Beyond SEMpandit, He also provide search marketing consultancy & advice to SMEs & eCommerce based companies.