Some Rules Of Online Brand Reputation Managementby Sarah Iyer Digital Marketer
Reputation management has always been an essential business practice. This has been completely reshaped by the internet. Online Reputation Management or Brand Reputation Management acknowledges the significance of what consumers can find out about you and your business.
Here mentioned are the five reputation management rules:-
Identifying Potential Threats - The online brand reputation management involves identifying potential risks, which come in a variety of forms. Most are consumer generated, such as bad reviews. While others are external. Such as negative media coverage, and some are caused by internal problems, including product recalls or regulatory concerns.
For a comprehensive picture of potential problems, you should consider reviewing transcripts from live agent and self-service interactions, surveys, and consumer reviews as well.
Understanding What Is Behind The Threat - Being notified to a trend in negative comments is definitely important when you are on the lookout for threats to your brand reputation. In order to pinpoint a true cause for concern, you need to understand the topics behind those emotions.
Most brands are accustomed to a small level of “chatter” about a few specific issues. While that criticism certainly doesn’t help brand reputation, it is certainly a known threat. Though, when a new, unrelated topic pops up with negative emotions attached, they need to be on high alert.
Turning the data you have gathered into actionable voice of customer (VOC) insights takes a combination of natural language processing (NLP) and sentiment analysis. These technologies working in tandem can tell you not just how your customers feel about your brand, but also about what is causing their negative sentiments.
Reducing The Damage To Your Brand Reputation - It means responding to the risks identified, with the goal of eliminating them before they intensify. You may keep monitoring posts and join the discussion with clarifications, apologies, expressions of sympathy, or anything else that might improve consumers’ perception of your brand.
You Must Get Your Facts Straight - The only thing not as good as no information is bad information. For good reputation management, it is crucial to provide correct, consistent information across all channels. A customer who ask a question on social media should get the same response as one who asks through self-service on your mobile app, or even at a store location.
If you develop a large number of web profiles to overwhelm Google, you are digging a hole for yourself. There are a lot of reputation management companies in India that offer to build a lot of social media profiles, press releases, and other web content. It’s both cheap and ineffective. Google and Bing are smarter today. They don’t fall for this technique anymore.
To keep your brand reputation intact, you need to be honest with your customers. If you make a mistake, you must admit and apologize. Being transparent also involves open communication with consumers, permitting them to complain without censorship.
You must remember that the Brand Reputation Management strategy should put particular importance on getting your listing to the top of the search page, and making sure it stays there. This means providing varied, quality content, and doing the proper SEO to make sure you stand out.
For right quality of ORM Services, you may get associated with a renowned SEO company in India.
Created on Dec 12th 2018 03:17. Viewed 486 times.