Social media reputation management is the process of tracking, monitoring and ultimately eliminating negative social media material about your brand to improve your name or standing. If done properly, social media reputation management builds your credibility to customers, which strengthens their trust in your brand.
It’s important to be credible not just on review sites, but on all social media channels. A survey from SDL found 58% of consumers tend to share their positive brand experiences on social media platforms. Not only do consumers share their experiences on social media, but their audiences trust them more than you.
BrightLocal discovered 72% of consumers will trust a brand more-so after reading a positive customer review whether it’s on social media or a review site. You have to be on top of all the social conversations happening around your brand.
Know What You’re Monitoring
An important question to ask before starting is do you know what you need to monitor to improve your online reputation? If not, that’s fine because many brands don’t know what to look for besides the messages coming directly to them.
However, to improve your reputation you have to know what to track so you can monitor all messages revolving around your brand.
Focus Your Efforts on Engagement
To truly engage with your customers, you have to listen to what they say. Social media engagement is a two way street, so make sure you’re listening to help build better customer trust and loyalty.
Social media continues to grow as the No. 1 resource for customer care.
Encourage More Social Reviews
By encouraging more social media reviews, you have the chance to increase your reputation (especially if it’s limited or in a bad spot). Try to provide the easiest route possible to your most sought-after review sites. Clickable images, links in posts and specific images that have calls to action requesting reviews all work well.
At the same time, you want to monitor and engage with the reviews coming in on your most important review sites. This will help lower negative reviews and give your audience a better picture of how you handle customer complaints. Positive engagement always increases the trustworthiness of customers.
Move the Conversation to Social
If you don’t ask, you’re not going to get as many reviews. But we understand that a confirmation, receipt, delivery status and arrival email can be too much. Instead, connect with customers through social media.
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