A Guide To Online Reputation Management

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A Guide To Online Reputation Management
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Be Part of The Conversation

• Brand conversations happen everywhere these days.
  Online is a significant platform for such
  discussions, and whether you like it or not, they
  will likely include your brand at some point or
  another. If you are a big business, or have some
  very positive experiences or conversely negative
  ones, then youre much more likely to feature in
  these discussions. Our advice join the
  conversation. Dont hide. Help frame the
  discussion, share positive reviews, share updates
  or changes being made that impact the way in
  which your product or service is delivered, and
  outline perhaps the thinking or triggers for the
  change.

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Listen, and Be Proactive

• Even big businesses with large online marketing
  teams dont have the time nor full skill sets to
  monitor 100 of the discussions about their brand
  online. This is where automated tools help. Make
  use of tools that gather data on mentions of your
  brand online, collate these into a useable format
  on a daily/weekly/monthly basis depending on the
  state of your online reputation, and then
  formulate a response/handling strategy that is
  consistent, and aligned with your brands voice.

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Be Smart About Engagement
Leaving it down to the individual on the day to
reply in their own voice and words can be a
recipe for disaster. Have a thought out, on brand
format for the way both positive negative
mentions should be handled. Reply to all of them
where possible. Dont fight negative comments
with negative replies. Be humble, address the
issue if it is a genuine comment, and suggest
ways in which the issue could have been better
dealt with, what changes have been made to avoid
future repeats, and anything you might want to
offer as compensation (if applicable) to the
customer making the comment. Dont get into an
online war of words.
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Be Everywhere

• Is your website up to date and optimised for
  search engines? Do you blog? If yes, do you blog
  just on your own site, or do you blog offsite
  also? You should be. Are your social media
  accounts current? Do they contain all relevant
  information, and are they being managed on a
  regular basis with engaging content? Have you
  claimed all of your accounts on review sites and
  feedback forums? Consider not just your business
  name, but also your brand names. Some companies
  have multiple brands, hence having sites
  dedicated to those along with their own social
  media profiles aids in online reputation
  management.

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Encourage Positive Reviews

• Seek feedback, offer surveys and publish
  feedback. Create offers to boost activity on this
  front. Theres plenty of ways businesses can ask
  for feedback and input from customers, to get
  insight into their experience of your company and
  brand. Take those opportunities and then share
  them online. If theres negative feedback, take
  it constructively and make changes where suitable
  to avoid it occurring again, and even talk about
  this online so that you are seen as being
  transparent and honest.

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There Are No Miracles When It Comes To Online
Reputation Management

• In a perfect World, wed be on top of issues
  before they arise, however what we tend to find
  is that companies seek out Online Reputation
  Management Specialists when they need help to
  control an online issue or resolve a poor digital
  image.

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Get in Touch With Us
Address Level 14, 330 Collins Street
Melbourne Victoria 3000,
Australia Phone [phone] Email
contact_at_newpathweb.com Website
https//www.newpathweb.com.au