Tips for Your Online Reputation Management
Posted by fusionbox on Dec. 4, 2011, 5 p.m.
With the holidays around the corner, your business might receive more traffic than usual (especially for retail and e-commerce stores!) With this increase in traffic and new visitors searching your brand to decide if you are the perfect holiday gift, it is important to manage your online reputation.
Here are a few tips on reputation management best practices to keep on the back burner if you ever find yourself in a sticky situation.
#1 Do your research
It is important to monitor your brand in all facets of the Internet- even before you find a negative comment. This means not only through Yelp reviews, but social media sites as well. Below are a few sites you can search on or even subscribe to for monthly alerts.
- Sign up for Google Alerts
- Search your brand on Google Blog Search
- Use Ice Rocket to search on anything from blogs to twitter posts
- Manually search on twitter for your brand name and associated keywords (utilize a hashtag for more results)
#2 Respond to negative AND positive posts
When someone posts a comment on your social media sites, it is important to respond to every inquiry- positive or negative.
- Respond with their name for a more personalized effect
- Always say “thank you” for positive or negative comments- “Thank you for bringing this to our attention”
- Make the customer feels as though they are important- “We will get this fixed ASAP”
#3 Bring it offline
Respond to a negative post by bringing it offline. “Please email us at 123@xyz and we will resolve this issue immediately.” This response shows the commenter and other readers your extreme customer service practices and they therefore might choose you over your competitor, with the added benefit of not airing your dirty laundry in public.
“All of these actions go hand in hand,” says Rick Ramos, SEO Strategist here at Fusionbox, “I look at it from an SEO standpoint, finding negative sentiments and replacing them with positive ones.”
Great blogging example of reputation management
TSA does a fantastic job of managing their online reputation. They respond to comments and rumors via their blog to clarify things that are wrong. It is a really hard industry for the Transportation Security Administration to get a lot of love from everyone, but they do a great job at staying current, being everywhere online (twitter, blog, etc.) and responding to rumors and upset people in a friendly and sometimes even funny way. Check out TSA's blog for a great case study example: blog.tsa.gov