Social media has become an integral part of our lives. It has transformed the way we interact with each other and how businesses operate. Social media platforms can be an excellent tool for branding and advertising businesses, but they can also ruin a brand’s reputation quickly.
Once something goes wrong, the bad news can go viral within a few hours, damaging the company’s reputation. However, not all is lost, and there are ways to survive the social media storm with proper reputation management.
Reputation management is the practice of influencing people’s perception of a product or service. It aims to prevent or mitigate damage to a brand’s reputation, like bad reviews, as well as how to suppress negative search results.
It involves constant monitoring, analyzing, and responding to public opinion regarding the brand and implementing strategies to improve visibility and credibility. In this blog post, we will explore the lessons we can learn from reputation management experts on how to survive the social media storm.
Listen And Respond Quickly
One of the essential lessons we can learn from reputation management experts is to listen and respond to customers quickly. Social media platforms are the primary destination for customers to voice their complaints, concerns, and opinions.
When a negative comment or review is posted, responding quickly to show customers that you care about their feedback and are committed to resolving issues is essential.
According to a study, about 72% of customers expect businesses to respond within an hour on social media. It can be perceived as indifference or lack of concern if you take too long to respond.
Hence, monitoring social media platforms regularly and responding promptly to negative comments or reviews is necessary.
Own Up To Mistakes And Address Them Openly
Every brand is bound to make mistakes at some point. However, how they handle it can make all the difference.
Reputation management experts recommend that brands own up to their mistakes and address them openly. If you try to hide or ignore your mistakes, it can further damage your brand reputation.
When a mistake occurs, acknowledge it and offer a genuine apology. Promise to address and rectify the issue and provide updates on the progress. This approach shows transparency and accountability, which can improve the brand’s reputation.
Build Relationships With Influencers And Stakeholders
Influencers and stakeholders can play a significant role in shaping the public’s opinion about a brand. Reputation management experts suggest that building relationships with influencers and stakeholders can be beneficial in times of crisis.
Influencers are individuals with a large following on social media platforms. If they endorse and recommend a brand, it can positively impact and help improve its reputation. Likewise, stakeholders, including customers, employees, and investors, can promote a brand positively.
Hence, brands must identify and build relationships with potential influencers and stakeholders, regularly keeping them informed about the brand’s latest updates and news.
Don’t Engage In Online Arguments
Sometimes, negative comments or reviews can trigger emotions and provoke a response. However, it is essential to avoid engaging in online arguments. Reputation management experts advise that arguing online can escalate the situation, and people can perceive the brand negatively, even if they are not involved in the argument.
Instead, brands should respond diplomatically and professionally, focusing on resolving the issue. If the situation escalates, discussing the matter privately or seeking legal advice is better.
Final Thoughts
In conclusion, surviving the social media storm is about maintaining a positive public perception through reputation management. Brands must be aware of their online presence and actively monitor social media platforms for feedback.
It is crucial to respond promptly and professionally, owning up to mistakes openly, building relationships with influencers and stakeholders, and avoiding online arguments. By following these best practices, brands can establish a positive reputation, ensuring long-term success.