Reputation Management & Social Listening Tips
When it comes to your online reputation, you are either owning it or you are abandoning it. There isn’t much middle ground. Your business’s reputation is an extension of yours. How would you feel if someone was talking about you behind your back. You wouldn’t be so happy about it. But yet, most businesses adopt an ostrich mentality. They think that if they don’t see it, it doesn’t exist. This couldn’t be farther from the truth.
Reputation Management and Social Listening is something every business should be doing.
You need to be controlling the conversation or someone else will be. Social Listening is monitoring social channels for people who are talking about their experiences with your business, good OR bad, and engaging with them to make them bigger fans or help turn around detractors. This extends past your own social channels where you have set up shop (Discussion boards, Facebook groups, industry groups, etc).
It can be difficult to find the places that your customers hang out in, but it’s worth the effort to do so.
If you can catch the detractors and turn them into supporters it will result in some very good publicity for you. People know bad experiences can happen, but your response to a unhappy customer can win people over and lower the resistance from a purchase of a good or service from your company.
There are a lot of reputation management sites.
With over 50 different reputation sites to sift through it can be daunting to do this without putting together a monitoring plan to make sure you periodically and methodically go to these sites and see what is going on. Other options include using software to monitor specific channels or engaging a firm to do this for you.
Not all negative reviews are bad.
Negative reviews are good for your business, people don’t trust only good reviews for a business. The trick is to get more positive reviews to drown out the bad ones. Reputation management needs to show the good and the bad, with the good overwhelmingly outweighing the bad.. This brings us to the next point.
You should be asking your customers for reviews.
Don’t be afraid to ask. Most businesses do not and you miss an opportunity to get valuable feedback. Depending on the business there are many ways to do this. Most of all, make it easy for them. Send them a follow up email with a link. For example, hand out a business card after a meal with some links to your profile on yelp or Facebook after you hear them talking positively about your business. Most people have a smartphone and will do it right then if you ask them. Taking an active role in reputation management is critical
Make sure you cover multiple locations for customer reviews.
Don’t focus on just one reputation management site. Send some people to yelp, others to foursquare, a different subset to Google, and a cohort to Facebook.
Some quick statistics,on why Reputation Management and Social listening are important…
- 4 out of 5 people say that they have received advice via social media regarding what product or service to purchase.
- 78% of customers trust peer recommendations, only 14% trust advertisement.
- 85% of consumers use the Internet for research before making a purchasing decision
Here is a video with some statistics from Reputation Management company RepWarn.
Here’s to you owning your social!