Six strategies to protect your brand and grow your company reputation
It’s fair to say that the electronic landscape has given us all a platform to broadcast every thought that warrants sharing, and also many who don’t!
Unfortunately for businesses, clients will frequently bypass customer providers and instantly go on the internet to broadcast their views. While channels like Facebook allow you to brush criticism under the carpet (not advised, mad clients will usually respond), reviews on websites like Trip Advisor and Google can irritate your title on a longer-term foundation.
While your customers will always have scope to portray your company online poorly, there are some fundamental ways to track and respond to criticism in a timely and proactive approach.
Here are six things you can do to protect your new and Improve Your business reputation on interpersonal websites:
1. Manage your teams’ societal use
From the digital industry, the staff is often expected to be full advocates for their brand. This can go up to having work credentials on own Twitter bios. Faculty could also be invited to have different social accounts that are standardized by the firm with headshots and handles.
On the other hand, the digital marketplace is all about online visibility, and businesses in different industries are likely to have an entirely different way of what their employees can share!
Whether you would like your employees to reflect you socially or not, you need to place a social networking coverage in place. This can help to protect your business and your team members.
Can your staff say they work at your company (LinkedIn apart)? Could they use social networking during operating hours?
What is deemed intellectual property? Team members might share their work without realizing this is breaching the contract.
Make sure your ‘brand voice’ is well communicated. If members of staff will soon be representing the business via social media, ensure they know how to depict your brand.
It’s always wise to reverse any privileges/change log-in details when somebody leaves the company, however, ensure that a strict policy is set in place which prohibits staff from negatively portraying the company once they start. Eliminating sensitive information in public zones can put your business at risk of infiltration.
For more on managing staff use of social networking and providing a social media policy, browse ByteStart’s guide on; How to take care of social media as a small business employer?
Acas also supply an excellent free guide which also takes into consideration legal considerations and internet bullying.
2. Track when your business and brand are cited online
There are a few comprehensive tools available which allow you to monitor online mentions. However, the most comprehensive ones on the market are out of reach for businesses with limited advertising budgets.
Tweetdeck is a fantastic means to monitor keywords related to your business, personnel, suppliers or place. By setting up committed streams, it is a free and effortless way to flag cultural references and anything that could harm/help your brand.
While Tweetdeck is only going to monitor Twitter, it can permit you to capitalize on favorable coverage, (e.g., some useful information in your business), keep up to date with what senior staff members are submitting and monitor the competition in one place.
In case you haven’t already set up Google Alerts for your brand and company name, look at putting this is set so you can monitor any new policy of your brand. While it won’t be comprehensive enough to pick up every review and mention, it is an entirely free way to receive company coverage via email.
3. Respond to negative reviews
The expression ‘you catch more flies with honey’ is too accurate when it comes to coping with adverse coverage of your business. Inadequate responses to customer complaints have pushed companies into national information — recall, if people take to societal websites to criticise you, then they will be willing to share any consequent correspondence publicly.
Take the time to thank positive reviews and address negative reviews by responding sincerely. Apologise, describe, offer to tackle the issues and prompt the client to contact you directly on a dedicated email address.
This also gives the impression that you’re going above and beyond to help the client, yet the correspondence stays private. If necessary, install a ‘Let Us Help’ or ‘Customer Experience’ email for coping with any client complaints.
4. Highlight and use positive feedback
Although collective client testimonials are healthy, there is no reason why you can’t showcase your positive comments.
Consider setting up a dedicated customer testimonials page on your site and share favorable reviews on your social channels.
If your customers glow you via emails, phone calls or face-to-face, request them to examine you on the web also. Send them invites to review you about any business certain websites (Houzz and the RAR are good examples of sites which allow this) and prompt them to share their feedback via their particular social stations.
5. Control graphics and descriptions
When sending out media releases or publishing content, ensure that your business is portrayed precisely how you want it to be. Send images over (ideally different sizes) with any information releases and add a business biography at the end of your articles. This will save editors precious time, cease any previous logos or company services being listed, and allow you a level of control over your branding.
With articles hosted on your website, pay particular attention to the meta description and featured picture also. If you use an SEO plug-in such as Yoast, head to the ‘societal’ tab and customize how your content is displayed if shared via the most popular channels.
Regardless of where your content has been shared, you’ll understand that any text snippets show your company and message how you want it to be portrayed.
6. Provide great customer service
Can your staff be given more power to make your customers happy? If you have ever paid over the odds to get an awful resort and had to complain at 10 p.m., you will understand the frustration once the lousy team member on the desk doesn’t have any control over updates or complimentary extras.
Equally, a number of the most significant brands fail to possess customer support stations that are open when their customers will likely want them most (as an example weekends and evening).
If you sell higher value items via an e-commerce site, it is worth establishing a help option outside Monday-Friday hours. When your client is fulfilled with a bothersome error message, a public forum can be the only place they believe their problem is very likely to be dealt with.
While negative testimonials can be devastating, even the most highly rated businesses frequently have scathing reviews one of the reams of positive feedback. By reacting professionally and quickly, you can guarantee that your company is being well reflected amidst even the most gruesome reviews.