Any online social presence demands some type of online management. Reputation and community management is the relationship a brand has with audiences in public, online spaces like Twitter or Facebook and Indeed or Google Reviews. How you react (or don’t react) to customer feedback can affect not only your relationship with current customers but also to new ones.
Think of community management like customer service; instead of strategizing how to post, you are listening to the outer voices to address the name or any issues/compliments relevant to the brand. Together, we’ll explore reputation and community management and ways to successfully implement it!
It is vital to monitor the online chatter of your brand as it allows you to listen, respond, create relationships, and garner feedback from your direct audience. Monitoring what people say is also a great way to find new marketing ideas or to realize something that may not be working but customers aren’t willing to write in reviews.
People are quick to speak about a negative experience, so it is imperative to have surveillance to respond to these criticisms in a timely manner. By responding and learning from customer behaviors and reviews through social listening, you can enhance internal processes and continue to show that your brand cares for their opinion.
Many are quick to think that reputation management is a separate component to social media strategy, when in fact it can be one of the campaign’s anchors. When you work on a social media strategy, you think of what you can do to enhance the brand overall: sales, image, presence, etc. Use the community management data to your advantage — it’s a direct view into what your audience is saying.
Reputation management allows you to be self-aware of your brand, and that allows you to directly plan social campaigns in relation to the audience’s data and word of mouth. For example, many companies utilize Twitter to creatively respond to consumers. The popular fast-food chain, Wendy’s, has used social media to encourage customer interaction by blending sarcastic humor with rewards — people love interacting with their brand! Not only are they keeping up with reputation management, but they’re using their overall strategy to help stand out for the right reasons.
Social media has amplified the reach of word-of-mouth marketing. Jeff Bezos said, “It used to be that if you made a customer happy, they would tell five friends. Now, with the megaphone of the internet, whether online customer reviews or social media, they can tell 5,000 friends.”
Social platforms have allowed consumers to network and even place value on brands with their online opinions in the matter of one Tweet. At Cosmitto, we implement reputation management into all aspects of marketing and social media strategy. This way, your content will seamlessly work together with reputation management strategies to create spaces to help your brand stand out and enhance interaction with your audience.