A good reputation is important. Business owners will know all too well how a good reputation goes a long way in ensuring success of their enterprise.
People right across the internet will be talking about your product, tweeting about it and blogging about it right now using a myriad of social media and UGC platforms to tell everyone whether they love your brand or hate it.
It’s vital you know what they’re saying about you so you can tailor your campaign effectively.
Twitter, Facebook and other social media platforms have gone from being a way to share pictures of your food with your friends to respected advertising mediums and information sources. Bloggers are now seen as respected critics as their followers trust what they’re saying and for the most part they give unbiased reviews.
Any marketing manager worth their salt will tell you that reputation management is vital, and that it’s a full time job to keep up with what people are saying about your product. User Generated Content (UGC) now gives the average person on the street power to help build or destroy your reputation with a simple #hashtag or scathing online review.
Customers are taking to the internet even more these days to voice their opinions about you and your services, no matter if it’s positive feedback or negative – so how do you manage it?
One man’s fight to change his online reputation made headlines recently, as an EU court upheld his complaint about Google presenting potentially damaging links about his past. When searches for his name were bringing up articles from 20 years ago about his home being repossessed, the Spanish man felt this was damaging his reputation. Google were ordered to take down any ‘outdated’ and ‘irrelevant’ links resulting in the new ‘Right to be Forgotten’ ruling. Of course this is one example of effective reputation management, but there are far easier ways to manage your reputation than going to court.
1. Always be aware of what people are saying
It’s imperative that you are up to date with what people are saying about your brand. Do they like it? Do they hate it? This will help you tailor all your responses and create a marketing campaign that could save or further your brand, based on customer feelings.
2. Turn everything into a learning experience
When managing a business, it’s important to stay in touch with how your customers are interacting (or not) with your product. They are your best ‘testers’ and of course the key to your success. If you own a shoe company and everybody says your shoes are uncomfortable, think about how you can change them based on user reviews.
3. Don’t ignore feedback, good or bad.
Providing customers with bad customer service is one thing, but ignoring them altogether is dangerous. Engaging with customers is important as it lets them know they are important to you. If they are having an issue and reach out to you online via social media, respond openly. This lets the customer know they are being dealt with and shows others that you care. Furthermore, if they are saying good thinks about your product, thank them and engage them to create a greater sense of community. If for example they’ve bought a new pair of trainers from you and are raving about it, ask them if they’ve beat their best time on the treadmill yet.
Great reputation management means greater success for your business – put simply; it’s a cog your marketing campaign just can’t operate without.
Little Birdy helps your business keep track of what’s being said about your brand and gives you the tools to manage your reputation effectively and reactively.
Right now, we’re also offering a free 30 day trial of Little Birdy, all you have to do is sign up here.
For more information on Little Birdy or if you’d like to speak to an expert on our great reputation management services, call 0845 653 1435 today.