Using Social Media For Reputation Management

The use of social media for reputation management is a concept that many are familiar with. But very few of them are actually able to drive home results through these methods. Let’s look at the challenges of this method before we discuss how to overcome them. The primary challenge is to bring about credibility in the profile that you create. There are many fraudulent users masquerading as representatives of brands. Your authorized brand profile has to be different and credible. You have to make people understand that your profile is the actual outlet for your social media representation. The second challenge is to make them talk. Interaction remains one of the lesser known high-points of social media. The final challenge is to integrate social media platforms with your customer service department. If you want to make your promises made to customers come true, you need back-up.

Let’s look at the challenges one by one now. Creating a believable profile is a must for reputation management. You need to pack your profile with information. Being the official representative of the brand, you’re privy to information that others cannot have. Make use of this exclusive information. Let your customers know what kind of business you do. Ads and billboards show them what kind of products/services you sell. They know nothing about the company that makes these products/services. Use the social media platforms to plug in those information gaps in their minds. Online reputation management is all about disseminating the right information to the external public. Because the users listed on your profiles as friends/fans/followers are already interested in your brand, it will be easier for you to feed them business information.

The prime purpose of doing that is that you have to prevent users from believing whatever they read about you online. Online reputation management efforts are most jeopardized by the negative posts that users read about your brand. Your social media efforts must be aimed at counter-attacking these posts. If you can interact with the users through the proper channels, you can impress them enough to spread the word around. As I wrote earlier, interacting with the customers, existing and prospective, was important. You have to talk to them like another friend would. Social media offers you that chance to get up close and personal with people who buy your products/services. Make the most of this opportunity.

Finally, the question of blending customer service with reputation management tricks is easier said than done. You need a proactive customer care wing that will spring to action as soon as your online reputation experts tell you of some problem. The issues gleaned could be from Twitter, Facebook, other social and professional networking sites, or from casual conversations on forums. You need a team to contact them and provide them with the support they are looking for. Once you solve their issue, you can post your back-up story on the very thread you picked up the problem from. Let others read about your prompt service. The word will spread like a viral marketing campaign.

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