Brand Monitoring and Reputation Management is the Key to Your Future

SEnuke XCr: Download Now!
 Powered by Max Banner Ads 

Business has been traditionally afraid of social media ever since it took hold of the internet. Why? Because there’s nowhere to run from an irate customer with a grievance to air. Once your social media stream is “polluted” with damaging references to your brand, your reputation is sunk, right?

Wrong. There’s a lot of good stuff that can come out of dodgy references to your customer service history on your social media stream – provided you respond quickly, transparently and with good effect.

In order to do that you need to monitor your brand closely on all its social media streams. A piece of advice, incidentally, before I continue – the more social media platforms your brand appears on, the harder it is to accurately research and manage your reputation. So be sure you keep on top of every single stream you are involved in or your customer service responses will appear patchy and unreliable.

Brand monitoring is pretty easy – you can do it yourself or get your social media partner to do it for you. There are plenty of free tools around that will help you monitor the chatter about your brand in Twitter and on FaceBook. And when you set up your own social media pages, your followers will be talking about your brand right there.

Remember that reputation management is not about suppressing criticism. It’s about encouraging it, and then doing something constructive about it. If your customers complain, on your social media stream, and you respond rapidly, with a polite and sensible solution, then everyone else gets to see how efficient and customer focused you are. End result: what you thought was a poor PR situation is turned into a good one.

The worst thing you can do is have a social media presence and try to police it. Simply removing comments you think will put people off your brand, or responding to them with outrage, is unproductive and in many cases will actively hurt your cause. Because the social media stream is all about transparency. It doesn’t work unless everyone on it is bound by an invisible pact of honesty. When you remove a comment, even if it is unjustified, from your social media history, then it looks as though you have something to hide.

Learning how to deal with non-justified complaints is the hardest trick to master when you’re monitoring your brand and managing your reputation. Dealing with a legitimate complaint in a transparent and reasonable fashion is one thing (and will, as noted, get you lots of brownie points in your social network) – but what do you do when someone starts targeting your brand with unfounded or unfair complaints?

The best advice I can give you in this situation is to respond clearly and politely, as though the complaint were genuine, once. Apologise that the customer in question appears to have had such a bad experience. Reassure them that it is not your intention they should have this experience. Ask them to elucidate what you can do to make things better. The chances of them continuing their charade in the face of such reason and honesty are slim indeed.

 

Peter Wilkinson

About Peter Wilkinson

★★Marketing and Social Media Strategy, KPI and ROI | Marketing and Social Media Consultant | Trainer | Speaker | Blogger ★★Runs The Social Media Business Club | Jobs, projects to bid on training - www.socialmediamarketing.eu.com ★★Runs Marketing Freelancer Portal | www.socialmediabusiness.uk.com ★★Social media strategy blogger | www.socialmediastrategy.org.uk/blog ★★ Backpacker and lover of the outdoors | watch this space!
This entry was posted in B2B Marketing, B2B social media marketing, Social media branding, Social media for business, Social media marketing and tagged , , , , . Bookmark the permalink.

Leave a Reply

Links

Recent Post

RSS Marketing Jobs

Featured Listings

»11:17:19php-user-noticeload_plugin_textdomain was called with an argument that is deprecated since version 2.7 with no alternative available.functions.php:3195
»11:17:19php-noticeUndefined index: HTTPSplusone.php:39
»11:17:19phpNon-static method Wdgpo_Installer::check() should not be called staticallyplusone.php:55
»11:17:19phpNon-static method Wdgpo_Options::populate() should not be called staticallyplusone.php:60
»11:17:20phpNon-static method Wdgpo_PublicPages::serve() should not be called staticallyplusone.php:86
»11:17:20php-noticeUndefined index: HTTPSconfig.php:340
»11:17:20php-user-noticeload_plugin_textdomain was called with an argument that is deprecated since version 2.7 with no alternative available.functions.php:3195
»11:17:20php-noticeUndefined variable: pluginwp-fb-fan-box.php:71
»11:17:20php-user-noticeregister_sidebar_widget is deprecated since version 2.8! Use wp_register_sidebar_widget() instead.functions.php:3078
»11:17:20php-user-noticeregister_widget_control is deprecated since version 2.8! Use wp_register_widget_control() instead.functions.php:3078
»11:17:20php-user-noticeadd_custom_background is deprecated since version 3.4! Use add_theme_support( 'custom-background', $args ) instead.functions.php:3078
»11:17:20php-user-noticeadd_custom_image_header is deprecated since version 3.4! Use add_theme_support( 'custom-header', $args ) instead.functions.php:3078
»11:17:20php-noticeUse of undefined constant mban_sidebar_widget - assumed 'mban_sidebar_widget'max-banner-ads.php(892) : runtime-created function:1
»11:17:20phpNon-static method SimpleEcommCartSession::_start() should not be called staticallySimpleEcommCartSession.php:84
»11:17:20phpOnly variables should be passed by referenceSimpleEcommCartSession.php:93
»11:17:20phpNon-static method SimpleEcommCartSession::_newSessionId() should not be called staticallySimpleEcommCartSession.php:163
»11:17:20phpNon-static method SimpleEcommCartSession::_deleteExpiredSessions() should not be called staticallySimpleEcommCartSession.php:174
»11:17:20debugSELECT wp_posts.* FROM wp_posts WHERE 1=1 AND wp_posts.post_name = 'brand-monitoring-and-reputation-management-is-the-key-to-your-future' AND wp_posts.post_type = 'post' ORDER BY wp_posts.post_date DESC __lambda_funcbusiness-directory-plugin.php(133) : runtime-created function:1
»11:17:20php-noticeUndefined property: MBPBannerAdsPlugin::$options_globalmax-banner-ads.cls.php:518
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-noticeUndefined index: wp_show_inmax-banner-ads.cls.php:603
»11:17:20php-noticeUndefined variable: banner_prefix_gblmax-banner-ads.cls.php:691
»11:17:20php-noticeUndefined variable: banner_prefixmax-banner-ads.cls.php:708
»11:17:20php-noticeUndefined variable: banner_style_classmax-banner-ads.cls.php:712
»11:17:20php-noticeUndefined variable: banner_suffixmax-banner-ads.cls.php:714
»11:17:20php-noticeUndefined variable: banner_suffix_gblmax-banner-ads.cls.php:725
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-noticeUndefined property: MBPBannerAdsPlugin::$within_postsmax-banner-ads.php:247
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-noticeUndefined variable: banner_prefixmax-banner-ads.cls.php:708
»11:17:20php-noticeUndefined variable: banner_suffixmax-banner-ads.cls.php:714
»11:17:20php-noticeUndefined variable: postIDowbutton_wordpress.php:26
»11:17:20php-noticeUndefined variable: prefixowbutton_wordpress.php:33
»11:17:20php-noticeUndefined index: http://socialmediastrategy.org.uk/blog/free-tools/seo-links.php:204
»11:17:20php-deprecatedmysql_escape_string(): This function is deprecated; use mysql_real_escape_string() instead.user-photo.php:205
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-user-noticeget_bloginfo was called with an argument that is deprecated since version 2.2! The home option is deprecated for the family of bloginfo() functions. Use the url option instead.functions.php:3193
»11:17:20phpOnly variables should be passed by referenceessb-social-fanscounter.php:170
»11:17:20php-noticeUndefined index: subscriptionfeed.php:50
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-noticeUndefined index: wp_show_inmax-banner-ads.cls.php:603
»11:17:20php-noticeUndefined variable: banner_prefixmax-banner-ads.cls.php:708
»11:17:20php-noticeUndefined variable: banner_suffixmax-banner-ads.cls.php:714
»11:17:20debugSELECT wp_posts.* FROM wp_posts WHERE 1=1 AND wp_posts.post_parent = 0 AND wp_posts.post_type = 'forum' AND ((wp_posts.post_status = 'publish')) ORDER BY wp_posts.menu_order,wp_posts.post_title ASC LIMIT 0, 50__lambda_funcbusiness-directory-plugin.php(133) : runtime-created function:1
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-deprecatedFunction ereg_replace() is deprecatedalpinebot-display.php:58
»11:17:20phpcall_user_func_array() expects parameter 1 to be a valid callback, non-static method WP_Feed_Cache::create() should not be called staticallyRegistry.php:215
»11:17:20php-user-noticewp_get_recent_posts was called with an argument that is deprecated since version 3.1! Passing an integer number of posts is deprecated. Pass an array of arguments instead.functions.php:3193
»11:17:20php-deprecatedmysql_escape_string(): This function is deprecated; use mysql_real_escape_string() instead.user-photo.php:205
»11:17:20php-deprecatedmysql_escape_string(): This function is deprecated; use mysql_real_escape_string() instead.user-photo.php:205
»11:17:20php-deprecatedmysql_escape_string(): This function is deprecated; use mysql_real_escape_string() instead.user-photo.php:205
»11:17:20php-deprecatedmysql_escape_string(): This function is deprecated; use mysql_real_escape_string() instead.user-photo.php:205
»11:17:20php-deprecatedmysql_escape_string(): This function is deprecated; use mysql_real_escape_string() instead.user-photo.php:205
»11:17:20debugSELECT wp_posts.* FROM wp_posts WHERE 1=1 AND wp_posts.post_type = 'post' AND ((wp_posts.post_status = 'publish')) ORDER BY wp_posts.post_date DESC LIMIT 0, 4__lambda_funcbusiness-directory-plugin.php(133) : runtime-created function:1
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20php-noticeUndefined index: remove_pwdmax-banner-ads.cls.php:522
»11:17:20phpcall_user_func_array() expects parameter 1 to be a valid callback, non-static method WP_Feed_Cache::create() should not be called staticallyRegistry.php:215
No SQL queries were logged.