Getting started with online reputation management

Getting started with online reputation management

Faith Ocampo Published on October 28, 2015

business-team-smiling-at-presentation-on-laptop
With the boom of social media sites in recent years, the term “reputation management” is now being used to mean “online reputation management.” As the ability to spread marketing messages is being transferred from business owners to customers through online communities, both small and large enterprises need to strengthen their online presence. Part of this is staying in the loop when it comes to what people are saying about their brand, products, and services.

To help you get started with handling your online reputation, we compiled a six-item checklist below.

1. Make a list of everything customers might mention online.

businessman-writing-with-pen-on-notepad-paper-next-to-laptop

The list must include your brand name, the people representing your brand, your products, and variations of these. Also take note of terms that may be misspelled. This way, you won’t miss any important conversations about topics that you should be concerned with as part of your reputation management.

 

2. Find out who’s talking about you.

female-business-executive-on-phone-call-using-laptop

Your community is composed of several smaller groups. Among them are your customers, bloggers and product reviewers, investors, journalists, employees, and business competitors. Basically, anyone who knows your brand to some extent can talk about you online. Categorizing them will allow you to come up with a unique online reputation management strategy for each group.

 

3. Identify your goals.

businessman-about-to-start-marathon-race-run

The basic, yet the most essential, purpose of monitoring your online reputation is to protect your company branding. It is, in some ways, a form of marketing, and it therefore should be anchored to your entire marketing strategy. Identifying how your reputation management efforts relate to brand promotion as a whole will provide direction and guide your future decisions.

 

4. Determine the tools you must use.

businessman-employee-carrying-tool-box-in-front-of-head

You can either monitor your reputation manually or using a number of tools and applications. Manual monitoring is ideal if you ve just launched your business, which means you re still gathering attention around your brand. Free applications allow you to automate certain processes, but the functions are still limited. Paid tools, on the other hand, offer broader functionality and can provide detailed insights.

 

5. Build the right team.

creative-business-team-in-meeting

Online reputation management is a big responsibility. It s necessary to identify professionals with the right combination of soft and hard skills. Flexibility, being able to think fast, and attention to detail are some of the soft skills that would come in useful for this job. In addition, technical skills including familiarity with social media, knowledge about company branding and online reputation, and digital know-how must be required of community managers.

 

6. Respond to customers properly.

female-executive-in-phone-call-using-laptop

Perhaps the most important step in reputation management is responding to what people are saying about your brand online. Before you can do this, however, you have to know how to listen properly, understand people s feedback, make the necessary clarifications, and implement the necessary changes to your organization. Taken together, mastering all these things will allow you to provide better products and services to your loyal followers.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO4 days ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3UZf4i0

----------
Let's create a program hyper-customized for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO4 days ago
Making your #CallCenter agents happy boosts #productivity and elevates #CustomerExperience.
Here's how you can make their lives easier: https://buff.ly/3UQvadX

----------
It's #CSweek! Don't forget to express your appreciation to the awesome people assisting your customers. Celebrate the job they do!

Let's build you a well-engaged #outsourcing team: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #EmployeeEngagement
Open Access BPO
Open Access BPO4 days ago
It's π—–π˜‚π˜€π˜π—Όπ—Ίπ—²π—Ώ π—¦π—²π—Ώπ˜ƒπ—Άπ—°π—² π—ͺ𝗲𝗲𝗸, a weeklong celebration of the value of #CustomerSupport and the people who assist customers.

We recognize our people across Open Access BPO's international locations and celebrate them for the awesome work they do.

#WeSpeakYourLanguage
#CustomerServiceWeek
#CSWeek #CelebrateService
Open Access BPO
Open Access BPO7 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
β€’ staffing
β€’ training
β€’ quality assurance, and
β€’ service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO1 week ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO