At any given moment, conversations may be happening about your brand online (both positive and negative). Some of those conversations could be happening on dedicated review platforms, but others might appear on social media — maybe even right on your own page. At times, you might feel like your reputation management is out of your hands.
It’s understandable why you’d feel that way, given that social media is more than just a place to post funny memes or videos. Nowadays, it also serves as a customer service channel, a place to give and receive product recommendations, and a means to express both joy and frustration about a brand. And ultimately, these types of third-party reviews fuel buying decisions. A few noteworthy stats:
- 91% of consumers are more likely to do business with companies that have positive reviews
- The average consumer reads 10 reviews before placing trust in a local business
- 32% of people will visit a company’s website, and 16% will visit the business itself, after reading positive reviews
While it can feel like your reputation is out of your control, nothing could be further from the truth. Pay attention to the subtle ways social media impacts your online reputation, and with focused effort (plus our technology to help you manage the process), you’ll be able to amplify your brand’s positive online presence.
In addition, Rallio’s technologies can help you better manage and monitor your brand’s reputation.
At Rallio, we’ve built our social media SaaS platform and our Revv review accelerator with an eye toward brand reputation management. We’ve customized solutions for many different clients to help them build a positive online reputation and mitigate the impact of any negative customer feedback.
Be sure to read the following “mini case studies,” where we’ve rounded up key insights gathered as a result of clients using either our Rallio dashboard or our Revv technology to manage their brand reputation.
#1: Employee-Generated Content
It only takes one employee posting a controversial meme, hashtag, photo or video to bring down a brand. If the content is in poor taste and they mention your company’s handle or business name, it’s going to reflect badly on your brand online.
One way to avoid this problem is to create a social media policy and distribute it to employees. Make it clear what they can and cannot post in relation to your company.
Also, using Our Activate platform will allow you to distribute brand-approved content to your employees, as well as reward them for posting on your behalf. With the right controls and guidance in place, plus employees who are on board with your protocols, reputation management becomes much easier.
#2: Customer Feedback
As a business owner, you must take into account how your customers are discussing your brand online. As the business owner, it’s important that you address complaints appropriately and promptly.
The Rallio Dashboard pulls your online reviews into one central location so you can view and respond to them, either within the Rallio platform or on the review platform itself. However, online reviews aren’t the only thing to monitor. Our dashboard also pulls in social comments and messages so you can quickly reply to customers’ comments, questions or complaints.
Better still, get proactive by collecting more positive reviews. With our Revv app, a simple one-question post-sale survey is sent to recent customers immediately after a sale. When customers respond positively, they are prompted to leave a review and linked directly to that store’s review platform of choice. With negative feedback, they can be prompted to leave a comment and request further assistance so you can contact them directly.
Read our article Responding to Online Reviews in 3 Easy Steps to learn more about navigating online reviews.
#3: Post Authenticity
If your social media content tends to be overly promotional or mostly stock photos, your audience will view you as inauthentic. Without realizing it, you could be building a reputation as a brand that only cares about sales, or that doesn’t have anything original to say.
Instead, create a sense of trust by posting authentic content — real photos and videos that show the human side of your brand. You’re more likely to build a social media following and capture your audience’s attention by posting and sharing content that shows your team members, customers and community. You’ll also be able to create a dialogue with your followers as they engage with your content.
Social Media and Reputation Management Go Hand in Hand
You can’t practice reputation management properly without considering how social media impacts your brand image. Take control by integrating our technologies into your processes, and leave some of the heavy lifting of reputation management to us. Contact us at firstname.lastname@example.org to learn more.