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Do people talk about your brand?
Are you in the good books of your customers?
It’s important to know where you stand in the market. The more people talk positively about you, the more reputed you will be. It’s a rule of thumb. When Facebook lost $123.4 billion overnight in the last July, it brought a sudden defamation. The data loss via the Cambridge Analytica scam had put a dent on its global reputation. Market Watch also published it in the bold letters stating an exponential drop of roughly 20% that was a loss of $120 billion in its revenue.
Besides, it takes a lot of hard work to come out of such a bad phase. Even, Mark Zuckerberg had to face off a volley of questions before the US senators. The entire world witnessed that phase of disgrace.
I’m damn sure that you won’t like to be known because of the wrong reasons. Beware of the fact that the internet spares none if one fails to serve satisfaction, be it through services or products. Many digital marketing companies focus on the online reputation management consulting. It’s just because they know about its worth.
Let’s have a look into how you can manage and put it on the progressive track.
- Monitor Your Reputation:
The reputation is an intangible asset that costs a lot if deteriorates. You have to keep an eye on it. You should put all resources at work that are at your disposal to screen it. Go to the root that builds it up online. I give a cue to look into:
- SERPs ranking & traffic
- Google reviews
- Number of queries
- Feedback
- Social media comments
The aforementioned cues help you to check what people say about your company. Moreover, you will come across the flaws in your products or services. Learn from them and improvise. Believe me that your expenses on the tester or auditor for quality maintenance would cut off.
- Fix the Negative Reviews:
Subsequent to monitoring, you need to determine the flaws. They are the loops that should be patched up immediately if you want to run ahead. What you should do is to follow these steps:
- Search negative reviews through these keywords-Branded queries, reviews, pros and cons, comparison and advantages.
- Fully optimize site; redirect the retarded pages; check the web loading speed & mobile view etc.
- Distribute and regularly monitor your company’s profile through your site, social media, press releases, business listings, Google Business Account and listing in Google Maps.
- Attend online queries and reviews seriously.
- Add as much information about your business/product as the customers search for.
- Attend Online Queries :
The situation goes critical when you come across a negative review about your brand. You should take it seriously. Remember that one review has millions of readers. A negative story can spread within a wink online.
How do you react to reading a downside of your brand? It’s indeed tough to grasp it. But, that review consists of a reality that can be bitter. You have to admit it. If it says, let’s say, that your product irritates dry skin, take it as an opportunity to retain that and many more customers by flipping that shortcoming. It hides countless opportunities to break the shell of negativity.
If your website has integrated online chat option, you can directly interact with the customer to ensure that you’ll come with a refined product very soon. Or, you can throw a better option or suggestion directly. It’s the best trick to bring repute and retain the existing customers.
- Optimize and Flawless Website:
How long do you wait while seeing browsing takes place? It’s ok that your request leaps through many stops internally from sending server to receiving server. But, waiting for 3 or 4 seconds is ideally enough to retain an explorer.
You can use PageSpeed Insights or WebPage Test tools or any other one that you like. Just input the URL of your website. A click on ‘Analyze’ button provides with a lot of work to the software developers. It can be related to images, banners, server, CSS, JS and so on.
You should frequently check the website to ensure a smooth and flawless UX on the internet.
- Social Comments Are Precious:
Have you tried FB or Twitter to register your complaint with your telecom operator or bank? It’s easy. You just go to the social media profile of the company that you want to lodge the complaint against. Throw a comment including your pain. You’ll get the answer in a jiffy. I have tried it. When I dialed up the customer care number of a bank, it beeped long. When I was fed up, I logged in to my social media profile and navigated to its social profile. It was full of pains and dilemmas of its customers. I also input my point in the comment section.
Then, a miracle made around. The customer support came out of its sleep. It called me thrice a day to listen to my complaint and address it very soon. When it resolved my matter, I got the calls frequently thereafter also. It’s really a magical platform.
So, you should treat your social account as an interaction point where people open their heart, either through appreciation or grievances. Drill into your head that your website also gets millions of traffic through the FB or Twitter account. You should frequently and consistently screen it.
