How to Manage Your Brand Reputation in Social Media Marketing
Have you thought of managing your brand reputation across social media?
You might have an efficient social media marketing strategy, but the result doesn’t turn out very well.
The reason might be the fact that you’ve forgotten to manage your brand reputation across social media platforms.
In this article, you’ll learn what brand reputation is and how you can manage it on social media.
What is Social Media Reputation Management?
Imagine when you want to purchase a product or service from a brand. You will probably ask your friends’ opinions about the quality of their experience with this product/service or the brand itself.
In the age of digital marketing, the same thing happens, of course, with a different shape. Online reviews, social users’ comments, shares, testimonials, and many other techniques can help Internet users make a purchasing decision.
According to a recent eMarketer study, 92% of internet users read reviews and 89% of people say that reviews influence their purchasing decision. This has a great impact on the number of your fans and followers and finally on your sales.
That’s why brand reputation management is so important, especially on social media platforms.
Brand reputation management is the process of posting quality content that makes you appear like a thought leader and then monitoring social channels to track feedback. Engaging with audiences who post positive/negative comments about your brand is central to this process.
Tips for Better Social Media Reputation Management
Here are several tips for managing your social media reputation.
Post informative content
First and foremost, you need to provide your audience with informative content.
Remember that the majority of social users search for information regarding brands, products, and “how to do” subjects on social media. This is a great opportunity to let them know you’re a trusted source for helpful insight and information.
So having a consistent social media presence with posting visually engaging and informative content is the first step to manage your brand reputation on social media.
Try to answer all important questions your audience might have. Using sites like Quora can be a great help in this step.
When users find their answer on your page, they’ll definitely keep following you and can become a loyal customer.
Resolve issues and reply to feedback in a friendly tone of voice
You need to bear in mind that even the most popular brands will receive negative comments.
There is always a dissatisfied consumer, and you need to respond to negative comments and feedback in a timely and thoughtful way.
You have to be ready for issues and complaints, it is an inevitable result of running a business. To prospective customers your first impression is important and may make the difference in converting a prospect to a customer.
Apart from improving the quality of your products/services, you need to answer feedback with an emphasis on customer service.
Remember that early engagement is of great importance to many customers. So when they post a negative comment, try to answer them quickly and completely.
A high engagement rate is a key to gaining more followers and converting them to loyal customers. Social Tradia notes that even if you want to sell your social media account, higher engagement rates can add value.
Think about a social listening tool
Tracking all online conversations about your business is a difficult task. So you need to think of a tool to simplify the process.
Fortunately, social listening tools can be of great use for business owners and marketing teams in these situations. For example, Hootsuite provides you with a fantastic tool to save time and energy when it comes to tracking your brand’s social mentions.
Other reputation management tools can be helpful to cover all the channels.
Share testimonials on social media
It is well-established that an endorsement from other people has a great influence on buyers. If you can gain organic testimonials and online reviews from satisfied customers, you can benefit from it.
Share these reviews on social media platforms to impact other audiences’ decisions. Try to offer customers a discount in return for testimonials or even live video testimonials to make it more organic.
You can manage your reputation on social media and influence future sales.
An efficient social media reputation management strategy can be a gamechanger in marketing. Remember that if you don’t pay attention to your brand reputation, you will lose customers. So take the time to build a strong reputation management strategy and optimize it often.