media update’s Taylor Goodman takes a look at three ways that you can protect your brand online — in 100 words or less.
Having a positive brand reputation can do wonders for your business. A good rep can assist in making you a household name in your industry and in building a loyal and engaged customer base.
With this being said, a brand’s reputation can
also be a fickle thing that can be easily influenced by rumours, bad press or personnel missteps. This is proven when considering that
businesses with a poor online reputation risk losing 22% of their customer base.
Now, without further ado, let’s take a look at three tips for protecting your brand’s online reputation.
1. Time is of the essence — so respond quickly
As beneficial as creating an online reputation can be to building a prosperous relationship with your following, it also makes it easier for disgruntled customers to make their dissatisfaction known.
This makes it essential for you to monitor any interactions consumers have with your brand online, especially negative reviews, as these can make or break your brand.
By responding to complaints or compliments
promptly, you show your followers that you’re there and ready to help.
Responding to queries in a polite, helpful and timeous manner will help you to protect and maintain a positive online reputation.
2. Engage with your followers
Social media is a great place for your brand to engage with its following
and expose itself to potential customers.
By regularly communicating with your audience, you are able to put positive interactions on display. This will show current customers and potential clients that people enjoy your brand, helping to forge a positive image.
Additionally, being active and extroverted online helps to humanise your brand. This is because, through social media, you’re able to let consumers into the inner workings of your organisation and communicate with them on a deeper level than they would have before.
3. Manage online reviews
Consumers are likely to read an
average of 10 online reviews before they feel they can trust a local business. This is because they want to be clued up before they make a purchase. In this sense, online reviews are like personal recommendations.
By showcasing positive reviews, you are able to create positive expectations for consumers before they even make a purchase. It also distracts from any negative reviews.
You
also increase the likelihood of positive reviews by ensuring your customer service is always top-notch, making it easy for customers to leave a good review on your site.
As a PR pro, what do you do to protect your brand’s online reputation? Let us know in the comments section below.
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*Image courtesy of Vecteezy