Make Business Reputation Management an Important Part of Your Marketing Plan
Here are some tips and tricks to help you get started on how to make business reputation management an important part of your marketing plan
- Concentrate on social engagement and outreach.
Facebook, Twitter and other social media platforms have made it possible for customers to interact directly with brands and vice versa. If people are talking about your business online, you should be there talking back.
Businesses are increasingly hiring services to manage social media communications on behalf of their company. These positions typically have social media managers or community manager.
Before choosing and hiring someone to handle your online reputation, however, you must assure they fully comprehend your company’s messaging and internal processes for managing with negative feedback, which leads to the next tip.
- Create a social media policy.
Many companies get into problem online because an employee speaks on the company’s behalf without right authorization or gets caught doing something that echoes poorly on the company. That’s why it’s very important that companies invest time making a comprehensive social media policy explaining what their employees can and can’t do online.
- Synchronize social media management with other marketing efforts.
Whether it’s your website, Facebook fan page or corporate blog, the information about your company on the web should mirror the overall branding and marketing approaches. Just because it’s on the World Wide Web doesn’t mean that it should exist in a silo.
To keep a good brand, your online communications should reflect your other brand communications, from your advertising to your customer service policies.Consistency across different marketing channels improves customer satisfaction and gets new business opportunities.
Consider creating a message that your employees can use when talking about your brand on the web. It should include targeted keywords and avoid as well as protocols for sharing information on the Web in conjunction with general media releases. If you have a product proclamation planned, for example, you don’t want someone blowing your release plans by tweeting too soon.
- Be prepared for crisis communications.
Like it or not accidents happen — you should have crisis communications plan in place.
Big companies and small businesses should be ready to deal with any problems, whether it’s a product recall or just one unhappy customer triggering lots of issues online. Using social media tools can help communicate your company’s bearing on the issue, address press concerns and give details your next steps.
Proactive online reputation management includes having the tools in place to deal with problems before they happen. Make online reputation management an important part of your business marketing plan. Assure you own a couple of variations of your company’s URL so that nobody can squat on your business to make you look bad and unreliable. Likewise,be sure that your community or social media manager is set and ready to deal with remarks from the press, angry customers and investors.