Here’s a hard truth: your reputation can make or break your business or brand. In today’s world, if you’re not taking the time to manage and monitor your online reputation, you’re screwed. People love to speak their minds (that’s like…literally the point of social media), and without you to manage it, that can be murder on your business.
Although you can’t control what people are going to say about your brand, there is one thing you have complete control over: how you respond. Here are a few simple tips on how to manage your online reputation.
Have a Plan
It’s crucial that you have a plan, not just for a crisis, but for day-to-day situations, too. Make sure that you have a basic social media plan in place that outlines messaging, standard customer service responses, approved content and steps to take if a crisis should hit.
When someone flames you, do you shift to private messages? Do you want them to call your business? What about a really bad situation? We’re talking worst-case, where someone threatens legal action. You need to be prepared to handle anything that comes at you. When you don’t have a plan, mistakes happen, and we have seen brands seriously suffer from it.
Always Respond (Quickly) to Negative Feedback
Ignoring negative feedback is not an option. You’ve essentially given your customer the middle finger and said, “I don’t care what you think. Shout into the void!”
Did you know that 90% of customers read reviews before purchasing from or working with a business? That means that the little comment you’re ignoring could be costing you. Literally (side note: we really love this word).
A meaningful response can save your reputation. Make sure to address the poster’s concern and let them know that you want to fix the issue. Most importantly, respond within 24 hours of the original comment. The longer you wait, the more the conversation will build as others chime in. All that time without a response is time for retweets and shares of the negative feedback.
Refine Your Business Strategy
Pay close attention to the feedback that you’re getting. By reviewing your negative feedback, you may realize that your customers’ negative experiences are all related to the same area of your business. This is a great opportunity to improve processes!
Swallow your pride and fix the problem. Sometimes your harshest critics can be your biggest blessing.
Maintain Thought Leadership
Maintaining thought leadership is a great way to stay at the forefront of your industry and be seen by your target audience as an expert in your field. Be sure to post relevant, useful information for your audience. Show them how you’re making strides in your industry or why you’re an authority on a specific topic. Credibility goes a long way towards brand loyalty and establishing a solid reputation.
Not sure where to start? Contact us! We’d love to talk about what you’re doing (or not doing) to manage your online reputation.
Reputation Management: Why it Matters
Share the goods.
Here’s a hard truth: your reputation can make or break your business or brand. In today’s world, if you’re not taking the time to manage and monitor your online reputation, you’re screwed. People love to speak their minds (that’s like…literally the point of social media), and without you to manage it, that can be murder on your business.
Although you can’t control what people are going to say about your brand, there is one thing you have complete control over: how you respond. Here are a few simple tips on how to manage your online reputation.
Have a Plan
It’s crucial that you have a plan, not just for a crisis, but for day-to-day situations, too. Make sure that you have a basic social media plan in place that outlines messaging, standard customer service responses, approved content and steps to take if a crisis should hit.
When someone flames you, do you shift to private messages? Do you want them to call your business? What about a really bad situation? We’re talking worst-case, where someone threatens legal action. You need to be prepared to handle anything that comes at you. When you don’t have a plan, mistakes happen, and we have seen brands seriously suffer from it.
Always Respond (Quickly) to Negative Feedback
Ignoring negative feedback is not an option. You’ve essentially given your customer the middle finger and said, “I don’t care what you think. Shout into the void!”
Did you know that 90% of customers read reviews before purchasing from or working with a business? That means that the little comment you’re ignoring could be costing you. Literally (side note: we really love this word).
A meaningful response can save your reputation. Make sure to address the poster’s concern and let them know that you want to fix the issue. Most importantly, respond within 24 hours of the original comment. The longer you wait, the more the conversation will build as others chime in. All that time without a response is time for retweets and shares of the negative feedback.
Refine Your Business Strategy
Pay close attention to the feedback that you’re getting. By reviewing your negative feedback, you may realize that your customers’ negative experiences are all related to the same area of your business. This is a great opportunity to improve processes!
Swallow your pride and fix the problem. Sometimes your harshest critics can be your biggest blessing.
Maintain Thought Leadership
Maintaining thought leadership is a great way to stay at the forefront of your industry and be seen by your target audience as an expert in your field. Be sure to post relevant, useful information for your audience. Show them how you’re making strides in your industry or why you’re an authority on a specific topic. Credibility goes a long way towards brand loyalty and establishing a solid reputation.
Not sure where to start? Contact us! We’d love to talk about what you’re doing (or not doing) to manage your online reputation.
Recent Musings
Top Takeaways from Uncomfortable Community Conversations
Living By Our Core Values
Being Yourself at Work with Alyshia Hull
Something on Your Mind?
The Women`s Entrepreneurial Fellowship supports Michigan`s established women business owners with the resources, insight, and connections it takes to break through growth barriers and scale with confidence. Through the next 9 months the walls will come down, challenges become shared-problem solving, and wins become everyone`s celebration.
Ready for what is next? Applications are due by September 15th. Link in bio.
@bodespeaks @smallbusinessassocofmichigan
We still aren`t over @kalamazooforwardventures Tsunami Lab graduation. Congratulations to the 13 graduates of the inaugural cohort.
Photos courtesy of KVCC
@bodespeaks is heading down to see our friends at Women in Defense Space Coast for their industry, awards dinner and leadership retreat. @widcfl
A little birdie told us that she’ll be speaking during the retreat, we’re hoping someone grabs a few photos.
Did you know that Women In Defense and NDIA is one of our clients and we’ve built over 15 chapter websites for them and @ndiatoday @widnational
We are REALLY excited to host our next Uncomfortable Conversation in partnership with the Small Business Association of Michigan Women`s Business Council.
This is an issue affecting over 50% of our population and 44.6% of businesses in Michigan.
This will be a packed house. Register and do it early.
https://8thirtyfour.com/uncomfortable-conversations
Come open 8THIRTYFOUR HQ with @KimBode`s EA @KayleeMiracle (aka the one making "miracles" happen behind the scenes).
Lights on, coffee brewing, plants watered, fit check (of course)
#asmr #ditl #agencylife #8THIRTYFOUR
Perimenopause is finally entering the chat, and it’s a wild ride for women and business owners.
The math ain’t mathing and we’re gonna address it on September 24, at our next Uncomfortable Conversation in partnership with @smallbusinessassocofmichigan Women’s Business Council.
Register: https://8thirtyfour.com/uncomfortable-conversations/