A good reputation is worth its weight in gold and can have a notably positive impact for a business. Social media needless to say, makes managing your reputation quite a trial, however with a little savvy any issue can be dealt with. One of the ways you can accomplish managing your reputation on social media is by connecting with customers.
Get Your Customers To Share Positive Experiences
It’s easy to get reviews by adding a gentle, unobtrusive request or reminder on specific webpages, at the bottom of the receipt, or on a sign inside the establishment. A simple message such as “Did you enjoy our service? Please share your experience!” should suffice. It’s very important that you don’t overdo it, though – be subtle, don’t force it. Customers are usually quick to share complaints and negative comments, but often they don’t think of voicing their appreciation with positive reviews when they enjoy a place. In other words, begin working on your reputation before a potential problem arises and risks ruining it.
Connect With Your Customers And Solve Problems
This will demonstrate that your company wants to add value to the customers’ lives, and that they care about dealing with their needs and making up for any harm you it may have caused. Various large companies create a special account in social media in order to address consumer complaints specifically. When they notice that your company cares and works to help them with their issues, it’ll significantly improve your reputation. Here are some good tips from Marketing Donut.
Find Creative Ways To Share The Story Of Your Company
A great way to connect with your customers is by providing content that reveals your company’s story – even mentioning its mistakes. Perhaps you can use true, real-life examples of how a service or product of yours has managed to help somebody. Utilize a conversational, friendly tone instead of confusing corporate jargon. It’s a great idea to humanize your company, allowing you to relate to consumers, – it will help you jump ahead of your competitors which don’t take such measures.
Direct The Conversation And Monitor Your Presence
Even when you’re not posting about your business, others probably are, and it’s important to know what they say. Imagine if a few customers go on social media and begin complaining about your company’s customer service. If you didn’t notice it, you’d lose a valuable opportunity to deal with the situation and improve your reputation.
Give Employees A Way To Share Content
Every week or so, there is a news story about an employee posting an ill-conceived comment or sending an offensive Tweet through the company’s social media account. This has the potential to seriously damage your brand and make it into laughingstock. UK reputations business Reputation Communication advise you make sure you have a set of rules for social media usage, with consequences for misbehaviour and management oversight. It is best to give employees a method of sharing curated content, through a safe platform.
Remember How Powerful Social Media Is
After Google and Twitter have re-established their agreement which allow Tweets to be displayed in search results, it can have an even larger effect on your reputation. Even if there are only a few negative mentions about your company online, they might be the first thing potential customers find after Googling your company name, as opposed to all the good news you may have preferred them to see. News media have been picking up on social media posts as well – so everyone could potentially end up seeing them. What you say on such platforms – and what others do – matters to your reputation, and thus, to your company and your profitability, so do not neglect it.