Growing your reputation with social media
A great brand can take months, if not years to build and can be destroyed in a second. A company’s brand and reputation will live or die by what is said about it online.
Many businesses become caught up in the glory of using social media, without realising that their reputation is at stake. Follow these simple steps so you can ensure your company will succeed in the digital world:
Use social networks… but only the relevant ones
You may prefer a specific social network over another, it doesn’t mean your target audience also feel that way. If you want your business’ social networks to be successful, you need to post across the networks relevant to your business, not just the ones you like to use.
Ensuring the social media channels you maintain is relevant to your business is key. If you run a financial services business, a Pinterest account isn’t the most appropriate social media platform to use. However, maintaining and updating a LinkedIn profile would be more suited and beneficial due to the nature of the social platform. Doing this will help you reach the audience most appropriate to your business, and will increase your social media interaction and growth at a more rapid rate.
For each positive comment you find online, take the time to say thank you. The more conversations you can have with people on social media the better. Building relationships while building your social networks goes hand in hand and will also improve your business’ credibility and reputation, as customers will know you are responsive.
State the facts
Very often, online negative press stems from confusion or incorrect facts. You can simply clear up confusions and incorrect facts through dialogue with the appropriate people, making sure your side of the story is presented in a friendly but firm manner.
Sorry seems to be the hardest word…It’s inevitable that you are going to get some negative tweets. Don’t ignore them, this will make it worse.
If the complaint is justified, and it is an error on your business’ behalf, reply sincerely and offer a solution. Provide a contact number the customer can call to speak to someone directly. This will show that the company has a human side and cares about their customers.
If the complaint is an ongoing issue and you have previously dealt with this customer before, a resolution may already be in process. Reply explaining that you are sorry the customer feels this way, the issue is being dealt with and you will be in touch.
Participate in relevant online communities
Forums can give you incredible exposure. Building your reputation in online communities is a great way to get your brand known and to build a strong reputation. Go all out to help people; if you are only in it for personal gain then you will not get any benefit from it.
Make sure that your content supports your brand message. When it comes to building a strong social media presence, getting likes and follows is great. However, it’s about more than just the number of responses each of your blog/social media posts get. You may be tempted to deliver a post that simply gets a lot of attention, but that will do nothing for your brand if you don’t make sure that the content aligns with your message and is relevant to your readers.
Social media training
Whilst the benefits of speed in social media seem obvious, there may be issues of confidentiality, data protection and management of employee usage, as well as the quality of content that reflects the company’s reputation. It is vital to enforce the correct social media reputation management skills within the company’s staff in order to ensure you are keeping to the rules and abiding by regulations.
If you want more advice about growing your reputation with social media, give us a call today on 01792 825624