Improve your reputation with the following tips
The online reputation of an organization is determined through customer focus, communication, service quality and the social responsibility demonstrated by the company. But how do you quickly identify where reputation damage occurs in the media? And, more importantly, what are you going to do about it?
What is reputation management?
Reputation management is the strategy used to set a positive image, or to avoid a negative one. There are diverse digital solutions in the market that enable reputation influencing, thereby you can positively influence the image of a person, brand or organization. The sentiment of opinions shared via social media channels can be made manageable, to avoid negative imagery.
5 ways to improve your reputation management
1. Media monitoring
Reputation management starts with media monitoring, through usage of a good report. The reputation of your organization, brand or product is influenced by a collection of information circulating the internet, that can be found by any potential client. For this reason it is important to map out all available information. .
With the help of the reporting option in OBI4wan you can easily map your reputation, who, where and what do people associate with your company. What is the general image that users gain? Which sentiment prevails? What are the positive and negative messages about your brand, as placed on reviews, social media, fora, newsletters, blogs, RTV and online magazines or newspapers?
2. Determine a strategy
Once you have collected the necessary information, it is possible to manage this information. Find a way to optimize your organizations reputation. Think about the chosen tone of voice. Does this fit the market values? What expressions justify a reply and which expressions are better left? How do you decide what fora to reply to? How do you determine whether something is meant as sarcastic/humorous? What do you do when something explodes and goes viral? A possible base for your reputation management strategy could be the 5W model. My colleague Levi Witbaard previously wrote about this matter.
3. Social media management
The viral character of social media can lead to positive effects, but it could just as easily turn against you in an uncontrollable fashion. When pro-actively building a reputation, it is important to immediately reply to unannounced public criticism, or factual inaccuracies. With a fast response you can soften angry emotions in their messages. Any delay on replying to a greatly influential person from social media could lead to a total catastrophe. With your team you need to evaluate the risks, by recovering the incident from a report, and learning from your mistakes. This way you will be better prepared in the future. OBI4wan also offers you the possibility to place influential people in a group, making it is easier to monitor what influentials, journalists and criticasters have to say about your brand.
Opinions are expressed 24/7 through social media, therefore it also occurs when the webcare team is offline. What would happen, if all of sudden, your brand is put in negative light on tv? A large group of people feel the need to continue these discussions on social media. Luckily you wont need to keep track of this. At least….. If you’ve made a search task, allowing you to monitor the discussion, and post an alert. OBI4wan notifies through you via SMS or e-mail, when, more often then not, the search task is mentioned, giving you the option to prematurely play in on the arisen discussion. Other possibilities are an advanced search on Twitter, or a Google Alert, even though this is the minimum base for monitoring.
Lidl could, for example, immediately respond to this tweet and reactions if they have set an alert for this
4. Managing client reviews
Studies from Econsultancy show that 61% of consumers read the reviews first, before making a decision in the purchasing process. Reviews about products and services play an important role in reputation management. It highlights your product or service, and helps potential buyers with estimating reputation. It is important for you to handle both positive and negative feedback in a correct manner. Positive reviews are always nice to have, and support your reputation, but don’t let the compliments go to waste. Maybe you even manage to find a way to reward this kind of enthusiasm.
Don’t panic when receiving negative feedback. We discourage you from deleting negative reviews. There are of course exceptions, for example when a review is lacking respect and attacking people. Negative feedback gives you more credibility. You could view negative feedback as a tool to improving services or products. There is nothing greater than linking this back towards the community, and showing that you use the given feedback. As OBI4wan is linked to Trustpilot, it has been made easier to see such reviews, and take necessary actions.
5. Managing online questions and replies
One of the most important lessons in reputation management is that people want to be heard. Open yourself up to feedback, so you can realistically reply to as many replies and questions as possible. Quick response time is most important in social media. It is important to remain genuine and friendly. People like to vent when dealing with disappointment. Substantiated replies often disarm such venting incidents, resulting in a positive reputation.
The importance of webcare has strengthened immensely in the last couple of years. More and more people express their opinions publicly, expecting an appropriate and quick response. Webcare can be useful to maintain customer satisfaction at a high level. Within OBI4wan it is possible to perform an automated customer satisfaction research, following a service conversation. The results are then taken in to consideration when filing a report, so that you can measure your client service reputation.
Want to do more to keep your reputation high?
Do you have any questions regarding the arrangement of your OBI4wan in improving your reputation, after reading this blog? Then we want to help you to achieve this. Perhaps together we can change your mind on how to deal with a crisis. Don’t hesitate to contact us firstname.lastname@example.org, or give us a call on 085-210 50 60, and we will happily help you out!