What Are the Key Elements of Reputation Management

Review Monitoring

The top websites for business reviews (platforms like Yelp, Facebook, and Google) are teeming with customer activity. Monitoring these and the many other review websites is an essential element of managing and maintaining a business’s reputation.

Businesses that don’t monitor customer feedback on these and other crucial platforms may miss both positive feedback (missing marketing opportunities) and negative feedback (damage their reputation) from their customers.

Responding to Reviews

Responding to online reviews is another critical piece of building a positive online presence. Businesses should respond to ALL reviews.

It’s an easy way to engage with happy customers, which benefits both your brand identity and your one-to-one relationship with that customer. Plus, when it comes to negative reviews, you need to remember that you’re not just replying to just the one reviewer. You’re speaking to everyone who reads this review, including potential future customers.

Social Monitoring

Social media monitoring provides a look at what your audience has to say about you, your competitors, and your market in general. With approximately 500 million Tweets sent per day and 68% of Instagram users engaging with brands regularly, there’s a ton of social activity online.

Monitoring this activity helps you better understand your customers, and provides the insights to improve your marketing strategy, stay on top of trends, protect your brand, find leads, and build relationships.

Mention Monitoring

Brand-related mentions can happen in many areas online, including blogs, news websites, forums, listings and more. With so much activity happening online, tracking the full range of brand mentions across the web is a crucial part of a comprehensive reputation management strategy.

Without mention monitoring, companies miss out on key information that can help them keep track of what clients and customers are saying about their brand, their products, and what their competitors are up to.

Responding to Social Mentions

With all the work that business owners put into their company and digital presence, it makes no sense to ignore the valuable feedback and opportunities that happen all the time online. By monitoring social mentions, you now have the opportunity to engage with your followers, deepen relationships, and leverage existing conversation as marketing opportunities.

On the flip side, with the right approach to negative mentions (an apology and solution), a business could turn a disgruntled customer into a happy brand advocate.

Competitive Benchmarking

Keeping on top of your competition can be complex with the sheer magnitude of content businesses have all over the web. Competitive benchmarking can help you monitor your competition to see how your business stacks up.

Competitive benchmarking helps you determine how you compare to competitors for local search terms. It can also help you track competitors’ social activity and provide insights on the best times to offer deals, share updates, and find out who’s checking in. Plus, it allows you to compare the most important social analytics for local business.

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