Best Practices for Social Media Reputation Management
January 23, 2013 Posted by admin
Social media is a great way to build your brand presence online. But, what if you fail to answer comments on your blog? What if you don't update your Twitter and re-tweet interesting tweets from your followers? What if you don’t attend to queries on Facebook?
The answer is a bad reputation. Social media networks can provide a great avenue for building brand awareness and establishing a stable customer base. But, if you have a bad social media reputation, all your efforts may amount to nothing.
Social media reputation management is a vital tool in making sure that your brand’s reputation in the different networks stays positive. It is a good way to monitor the activities of your brand online, how your market is talking about you, and how you engage with your market. It gives you a clear idea of which red flags to avoid and what to do to strengthen your reputation.
Below are some best practices on how you can manage your reputation on social media:
- Listen well and talk – Social media networks are excellent places to learn about the sentiments and needs of your target market, as well as to talk to them about what you can offer. If you listen well to what they are saying, you will know how to properly respond and give them what they want. Whatever they post on Facebook, Twitter, and other social media networks, make sure that you are there to listen.
- Avoid deleting bad comments and address them positively instead - There will always be negative comments about your brand. But, it doesn't mean that you have to remove them instantly to keep everything positive. The key is to be discreet, apologize for their inconvenience, and do what you can to make things less negative for them. Deleting these comments can actually heighten your market’s anger if they feel like they are simply being ignored, and they will find other ways to express their anger. It's better to face the situation and diffuse it as quickly as possible before it spreads further.
- Always respond – If you find a positive review about your brand, share it and give credit to its source. If you receive a comment, respond to it immediately. If someone follows you, follow them back. Social media is all about engaging. If your market base knows that you are also interested in them, they will feel appreciated and maintain their loyalty to you.
- Monitor activities of your brand – It helps to know if there is a positive review about your brand or a negative one. This will allow you to create the necessary responses and learn where to improve when necessary. Monitoring them will allow you to know everything that your brand is involved in. You can use different tools like Google Alerts or Social Mention to help you monitor effectively.