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
PR Tips From 20 Years of Doing It.
Building What We Needed for Women-Owned Businesses
The Current State of PR
Something on Your Mind?
Introducing our third speaker for Uncomfortable Conversations | The Pause, happening this Thursday.
Meet @bitnermd, co-founder of @true.womenshealth, a concierge practice in West Michigan, focused on helping women thrive through midlife while reducing chronic conditions such as obesity, cardiovascular disease, depression, and diabetes.
Dr. Bitner is a board-certified OB/GYN specializing in midlife, menopause, and sexual health. She’s the author of I Want to Age Like That! and has published peer-reviewed research on menopause care. She was named Menopause Practitioner of the Year by The Menopause Society in 2015. Dr. Bitner is committed to translating evidence into practical, scalable solutions that improve women’s health, confidence, and participation at work and in life. We’re beyond excited to have her join our panel discussion this Thursday.
Register now to hear from Dr. Bitner and the rest of our industry experts at The Pause on September 24th.
Secure your spot at the link in bio.
Every WOSB deserves support, access, guidance, and a network, because when they have it, they’re unstoppable.
Just because you be small, does not mean you are not mighty. The Women’s Owners Network will accept its first cohort this November. Applications are due October 1.
Thank you to @lakemichigan_cu for partnering with us to provide this program. Their support means we can offer this at a significantly lower cost to business owners.
Go apply at the link in bio.
Introducing our second speaker for Uncomfortable Conversations | The Pause, happening this Thursday.
Meet Cheryl Bergman, Executive Director of the @miwomenscomm.
Cheryl is a statewide policy leader driving economic opportunity and better health outcomes for women across Michigan. Appointed by Governor Gretchen Whitmer in 2019, she brings together employers, healthcare experts, advocates, and policymakers to tackle the issues that actually move the needle - economic security, affordable childcare, and midlife women`s health.
Before this role, Cheryl helped elect Michigan`s first woman U.S. Senator and first woman Governor, and served as Senior Advisor on Governor Whitmer`s 2018 campaign.
She`s exactly the voice this conversation needs.
Join Cheryl and our powerhouse lineup of industry experts at The Pause on September 24th.
Link in bio to register - spaces are going fast.
We love this trend, so we thought we’d jump on it and ask the team some “hard-hitting questions” to end the week.
We’re a team made up of Gen X, Millennials, and Gen Z. Find out who knows the most about the classics. Any guesses?
We`ve received so many questions from new grads about breaking into a competitive market as a young professional. It starts with one thing according to @bodespeaks: being the salesperson of YOU. Emulate the leaders in your industry and show up where they show up.
It`s not who you know, it`s who knows you
Use the playbook of people you admire
Show up consistently and be seen
A handwritten note beats 100 LinkedIn messages, always.
See more Bode wisdom at her YouTube channel linked in our bio.
Meet our first speaker spotlight: Dr. Karen May, DC, CCSP, CCIP.
Dr. May owns and operates @mhneuropathycenter, and she`s joining us for Uncomfortable Community Conversations: The Pause on September 24th to talk about something we don`t talk about enough.
Her career has spanned from elite sports medicine, including a stint as team physician for USA Bobsled and Skeleton as well as caring for pregnant moms and newborns and helping women navigate life’s transitions, always grounded in a belief in food as medicine and the body’s own capacity to heal. In 2017, that expertise was tested when a rare surgical complication left her fighting nerve damage in her own body.
Drawing on decades of clinical practice and training, she rebuilt her health from the ground up — and has since helped thousands of people do the same. With over 20 years in holistic health care, she speaks today as both physician and peer.
Join us for The Pause on September 24th. Link in bio.