Before you start reaching out to customers & building up your online reputation, it is important to take stock of what is currently in place and ensure the below is met:
When communicating with customers through ORM, what is the brand tonality / personality you wish to approach them with? How do you want customers to feel about your interactions with them?
Do you have a system in place to track & manage customers’ expectations?
Are you able to ensure that fulfillment of those expectations is possible to provide fair & favorable outcomes for genuine customers?
Are you equipped to put processes in place to improve the overall structure basis valid inputs?
Does your current infrastructure have the ability to scale to new platforms, increase loads on customer care centers and more?
If yes, you are well on your way to managing your Online Reputation!
Here are some starter tips:
Regular monitoring of your online presence along with competitor brands It’s important to keep an eye on your brand & competition brands at regular intervals. If there is a spike in share of voice or mentions, it’s good to do an analysis of what caused the same. Use of certain listening tools like Konnect Insights will help with the same.
Understand your current online presence & reputation Try to analyze and understand where you are most talked about, what customers are saying about your brand and how the product makes them feel.
Create a positive brand presence This can be done by
Responding efficiently & frequently to customers concerns in a proper tone of voice
If a customer has a grievance, do your best to address them with a time for the resolution of the issue or the status update for the same.
Personalization of each response is important as you want customers to be heard. Tracking your conversations with them (even across platforms) is key.
Keep all your profiles, helpline numbers and other social assets up to date.
Another important way to help build your Online Reputation is to build credibility through sharing or creating high-quality content such as blog posts, articles, or videos.
Getting testimonials from customers and how they feel about your services can also help go a long way to improving your reputation online!
At BC Web Wise, we also recommend studying what is being said about the brand, analyzing what key benefits have interested your customer base and then adapting future communications to include those inputs.