Social media has become the most significant part of our lives. We cannot really go a day without using social media. Over time, social media platforms have become more than just communication platforms, but rather mediums through which people share experiences and brands promote their businesses to sell their products or services. With almost zero barriers to entry, social media platforms such as Instagram, Meta (formerly known as Facebook), Twitter, and Reddit have risen to fame in the past decade. The quick rise to fame of these social media platforms has also led to an increase in the negativities and proliferation of the platforms.
With almost every brand and business taking their business on to social media platforms, it is important to ensure that you avoid any kind of negative comments, spam, or any such activities that can damage your brand reputation. It is crucial for brands to take special steps to ensure that their social media reputation management is done in an effective and efficient manner to ensure that there is a positive brand image. In this article, we will uncover the five best social media reputation management practices that will create a positive brand image for your brand.
What is social media reputation management?
In simple words, social media reputation management is the process of analyzing, monitoring, and tracking your brand image and its online presence across all social media platforms. This includes managing all online reviews and responding to brand mentions, messages, and other content that can impact the overall standing of your brand. It is important to ensure that you continually monitor your brand’s presence online as it is vital to create a positive brand image. It is important to engage with your audience, manage any kind of negative feedback and address your followers as it helps in building a strong brand identity.
With the increase in the use of social media platforms, it has become important for businesses to have a strong strategy when thinking of social media reputation management. A negative comment on social media can quickly catch the attention of other followers and can bring negative attention to your brand. Most often, we as customers often buy a product or service after going through online reviews. With this impact of reviews, it is important to ensure that negative comments and reviews of the brand are addressed in an effective manner so that it increases brand loyalty and doesn’t lead to loss of business.
Why should you manage your brand’s reputation online?
There is no doubt that everything is digital today. With the increasing scope of brands' social media presence, social media reputation management has become more important than ever before. Online reputation management is nothing but a reflection of how people perceive your brand and how it is reflected on online platforms. It can be a major source through which your business can grow or falter. Given that, here are a few reasons why you should manage your brand’s online reputation.
1. Building credibility
For any business to stay successful in the market, it is essential to ensure that they build a sense of trust among its customers. One simple way to ensure that they build credibility among their customers is to ensure positive reviews on all online channels. These positive reviews and feedback on the product and services can ensure building trust and credibility. It is also equally important to make sure that the negative reviews are addressed and monitored in a prompt manner. This can help in showing potential customers the extent a brand can go to offer the best for its customers.
2. Increases customer engagement
Social media reputation management also encompasses the overall experience you can provide to your customers. By closely monitoring and responding to feedback you can identify areas where you need to improve or the areas where you can better offer your products and services. By looking into each of these specific areas, you can improve your overall customer experience, engage them at their best, and increase brand loyalty.
3. Improving customer retention
For every business, making the first sale is never really that big of a problem. The task comes when the business has to retain the customers and nurture them in a recurrent manner. A simple way to increase customer retention is to have a positive online social media reputation. It is often seen that customers are more likely to choose a brand that has a good brand image and pay higher for a product, rather than a brand with a poor social presence.
4. Attracts new customers
Another important reason why you should manage your brand reputation on social media is to tap into new markets and attract new customers for your brand. When you manage your social media reputation online, you ensure that your brand can be perceived in a positive manner and can eventually bring in new customers.
5. Reduces negative risks
We have said this once and we’ll say it again, negative feedback and reviews can have a significant impact on your brand’s online reputation. By tracking and monitoring your online reputation, you can reduce the negative impact and risks that can likely arise. With a strong social media reputation management strategy and listening strategy as a brand, you show that you care about your customers and address every issue they may likely have.
6. Staying ahead of the competition
The most underrated benefit of social media reputation management is that it helps you stay levels ahead of your competitors. When you start monitoring your brand and your competitors closely, you come to identify the areas your competitors are falling short on. You can then implement these areas and pain points into your brand strategy and improve your brand presence while staying ahead in the market.
What are the major challenges of social media reputation management?
With social media becoming an integral part of our lives, it plays a prime role in our personal and professional lives. With the widespread of social media platforms, there comes a major set of challenges in social media reputation management, some of which include:
1. Content virality
We all know that anything on social media, whether good or bad, can spread like wildfire on social media. It is important to ensure that all viral content created by your brand can reach a large audience and can potentially damage your brand’s reputation. At these times, it’s important to have a strong social listening strategy in place to ensure that any negativity around viral content can be handled and mitigated well.
2. Trolling and bullying
It is almost impossible to avoid social media trolls or any other sort of cyberbullying. This can turn out to be a serious challenge for social media reputation management. Most individuals are prone to leaving hateful comments and sharing false information and rumors online. It is important to ensure that brands carefully monitor all their social media accounts and prevent any cases of trolling or cyberbullying.
3. Fake news
The major challenge in social media reputation management is fake news and misinformation that quickly spreads on the platform. It is important to fact-check information and report it if it is fake or spam, accordingly.
What are the top five strategies for social media reputation management?
With all this said, we’re now moving to answer the most important question. Here are the top ten strategies for social media reputation management, let’s read on:
1. Monitor, Track, and Monitor
The first step to managing your brand’s social media is to monitor and track what everyone is saying about your brand. Utilizing a Brand Compliance tool, it is important to closely monitor your brand mentions to ensure that they align with established guidelines for a consistent and compliant representation. There are several free and paid tools available online that can help you track these actions in an effective manner. This will help you identify potential issues and respond in a prompt manner.
2. Staying transparent
With a million brands going online, there are almost a zillion creatives being posted on various social media platforms. One of the most crucial factors of social media reputation management is transparency. It is important to ensure that your content, messaging, and creatives are relevant to your audience. If you’re looking for the best way to increase brand transparency, through all visual and verbal assets, using a brand management software can save your resources and improve your brand credibility.
3. Content curation
Most brands online generate a high level of content that goes onto their respective social media platforms. With every brand investing its resources to produce high-quality content, we are sure that almost every team in your company, such as marketing, design, and product will be involved in sharing key details on social media. It is also important to ensure that all of the messaging and creatives are made in such a way that they align with the larger intent of your brand. It should promote a positive image and increase brand recognition.
4. Brand localization
Being a strategy in itself, brand localization is nothing but ensuring that your brand is in touch with the roots of the target audience. Brand localization simply refers to brands creating all their brand elements in the language that resonates with the culture of the target audience. With brand localization, you can ensure that you connect with your target audience in their own individual way and thereby contribute towards improving your online reputation and increasing customer loyalty.
5. Developing customer-centric policies
The last, yet most important strategy you should ideally follow is to create customer-centric policies. Whether it's your social listening strategy, customer complaints policy, grievance and redressal policy, or other such policies, they should be in line with increasing your customer satisfaction. This will increase your brand reputation.
Social media reputation management has become crucial in today’s digitally dominant world. It can be challenging to ensure that your online reputation is positive and is promptly monitored. It is important to ensure that your brand is proactive and that all your social media channels are monitored so you can overcome these challenges easily while giving you a positive reputation online. If you are looking to create a strong brand identity and ensure that your brand assets are aligned with your brand goals, it’s time to use the best brand asset management software, which does it all for you. Try our seven-day free trial and see how Artwork Flow can help in establishing your brand presence online and driving business growth.