If previously companies sought to build their reputation in traditional media, now, in the Internet era, reputation on social networks is what plays a role in winning the public’s sympathy.
In this article we will explain how and why companies should dedicate themselves to managing their online reputation, keep reading!
What does reputation mean?
When we talk about someone’s reputation, we are referring to the biological, psychological and social characteristics that represent them. In order for all these elements to result in their reputation, it is necessary for the person to live socially, because only in this way can their actions be evaluated and classified according to predefined concepts, that is, social rules and agreements established for better coexistence in society.
It is no different with companies : they also have unique characteristics and must adhere to regulations to maintain their participation in the social environment.
To this end, organizations have been progressively investing in communication through social networks, and this is no coincidence; it is well known that these channels are part of the new consumer behavior when it comes to interacting with brands .
What does reputation mean on social media?
By using a social network, a company creates its identity – the representation of its personality that helps it stand out from the rest.
It is also through social networks that the brand communicates with users and customers, establishes links, generates opinions and perceptions; in short, it builds its reputation .
Although many people don’t believe it, maintaining a good online reputation is no easy task. The ease of access, the speed of information and the reach of the Internet is extraordinary, however, in the hands of a dissatisfied customer it can completely destabilize a company.
This happens because social networks have become a resource for consumers to consult. If before we asked for recommendations from friends when doing business, now it is an even more common practice to consult people who have had an experience with the brand .
With the ability to collect opinions and comments, analyse information and monitor a company’s results, social networks have become an excellent tool for building and managing a brand’s reputation, showcasing its features and increasing its visibility.
Why is it important to talk about reputation for social networks?
It is true that companies need to increasingly consider their presence on social media.
Many brands get into crises because they do not follow what the public says about them and do not take a stand against unfavorable comments. A negative impact reflects on the values and positioning of the brand and, consequently, on the generation of business.
How to improve your reputation on social media?
Businesses can invest time and effort into senegal mobile database building their online reputation, but without proper care, it can crumble in a matter of seconds.
Below we list some measures that brands should take into account when developing an online reputation strategy.
It is not enough to create a profile or fan page and think that the job is done. Channels require companies to have constant interaction with customers. Those who follow a company on social media expect to find relevant content that is updated frequently.
Speak the language of your audience
Finding out who your customers are, what they think and what they expect from your business is essential to identifying your persona and adopting communication that reflects your brand. But be careful: the language must be consistent with your company’s image offline .
Don’t leave the user talking to himself
If a consumer takes the initiative to contact a company and it does not respond, the impact can be disastrous.
Responding promptly to consumers who show interest in asking questions or even complaining about a problem shows that the company cares about its customers and acts efficiently in resolving conflicts.
When faced with complaints, be quick and efficient
Posting a serious criticism without a response this way you can reject, or even a deleted post, can end badly in the future and turn a simple problem into a crisis. Acting quickly avoids unpleasant situations .
Don’t confuse social media with customer service
Whenever possible, companies should remove the conversation from the public space. If a complaint arises on the social network, the ideal is to respond promptly, expressing regret for what happened and then asking for an email and a contact phone number to resolve the problem directly with the consumer .
Assume the responsibility
If a brand finds itself in the middle of a crisis, the first step is to understand the magnitude of the problem. Is it a real problem or a rumour that has taken on exaggerated proportions? The next step is to offer a response.
You have seen how reputation on social media is cmb directory essential for the survival of companies in these digital times, when the content found on social media directly influences the opinions and decisions of most consumers.
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