The outstanding article “5 Tips for Effective Online Reputation Management,” originally published on All Business, makes five points that marketers need to keep in mind rather they are building their first company or have been an online marketer for years. Yet, these points are so often overlooked in the hassles of day-to-day operations that they bear repeating.
The first point is to know what people are saying about your company. People talk about brands like they were old friends. The brand Yourself that are mentioned online most often are:
Even if your company is still in its infancy, it is important to monitor what people are saying about it. There are several free tools that make this incredibly easy including Google Alerts and Social Mention.
The second point that marketers need to be doing all the time is constantly updating their sites. Your time is limited, so make sure that you know where your customers hang out and update those sites first. A good place to start for most marketers is Facebook that gets over 1.1 billion hits each month. It is followed closely by YouTube that gets 1.0 billion hits each month. Twitter comes in third with 310 million hits each month followed closely by LinkedIn and Pinterest. Creating and updating these sites for your company can pay rich dividends. If you do not take control of them by updating regularly, then someone else may take control for you.
The third point is to realize that every company will receive bad publicity sometimes. If you are a person who tends to say what is on their mind, then it is vital to step back and wait until you are cooler to respond. Do not, however, let too much time go by until you respond in a professional manner.
It is important that you respond to all feedback. You can just say thank you to the positive ones and they are likely to become your customers forever. If your company has made a mistake, however, you need to admit it and then take corrective action. Customers realize that companies are only human and are quick to forgive. People think of brands the same way that they think of people. In order for your brand to thrive, take time to build genuine relationships.