Reputation Management and Social Media

When it comes to Reputation Management, how can you use social media?

In my last article we talked about customer service and reputation. Now I want to talk about how you manage that reputation through social media.Your reputation is under a magnifying glass.

When you post something on your social media, it keeps pressing the previous items down on the list. Sometimes, when you actually want to find something, it is buried so deep, it becomes almost impossible to find.  The same holds true with search engine results.

When someone searches your company name (when was the last time you searched for your company on Google, Bing or Yahoo?) they get the most recent results.  Sometimes, they may find something that is several years old, but has not been pushed down in the SEO rankings below the first page. Worst yet, is when the person looking can’t find your company because someone else has commandeered your name on the internet.

One of my clients had experienced a lawsuit some years ago and it was showing up on page one of search results. By adding the additional social platforms and posting regularly, they were able to push the negative post down to page two of the results.

On review sites, it is important to balance any negative comments with a higher ratio of positive ones. Are you aware of all of the sites in your industry where customers can leave a review? One way to be aware of what is being said about your company is to set up a Google alert with your name, company name, company nickname, and any other keywords that have to do with your business.  That way if someone mentions your company by name, you will get a notification about it. That way you can deal with the comment before it festers and ruins your reputation.

The best way to counteract a negative comment is to have an overwhelming number of positive ones.  Do you need to develop a plan to accomplish that? Give me a call, we can talk.

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Customer Service and Reputation

Manage your Customer Service and Reputation all at once!

Once upon a time, I worked for Spencer Gifts. Part of the training package for new employees was a cartoon video that talked about customer service. The video talked about how customers experience Fear, Uncertainty and Doubt when it comes to making certain purchases. Having good customer service can help overcome the “FUD” factor.Good Customer Service  overcomes Fear Uncertainty Doubt

The training continued with data that told us that a happy customer will tell 2 people, while a dissatisfied customer will tell 10 people. This was in the days before cell phones! Ten people spreading news about your business could ultimately damage your business’ reputation. So, customer service and reputation were tied together at the hip. But who are we kidding, customer service and reputation have almost always been tied together.

Enter social media. Those days of someone who is dissatisfied telling 10 people number has now multiplied by hundreds, thousands or millions. Depending upon the audience of the person who is posting, how active or passionate about a topic the followers are, a simple statement can raise up an item or make it crash and burn. That is how virility with a YouTube video, Facebook post or Tweet gets going. The reality is, most companies don’t know their Customer Expectations, and they get it wrong. Millennial’s, for example, want an immediate response with an immediate outcome.

Remember this story – United breaks Guitar – turned out alright after the fact Read more. But that video and example is used quite a bit in how customer service and responsiveness are so much more important now, then ever before. There are now over 14 million views of the YouTube video of an event that happened in 2009. All someone has to do is create a video, share it on their social media channels, and have a couple of key people share the posts before something spins out of control.

If you need to know more about managing your customer service and reputation through social media, check back. I will cover reputation management in my next article.

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