Reputation Management

But it’s as simple as this: your reputation is what people are saying about you.

 

Ah, but there’s no such thing as bad publicity, you say. Really? Let’s ask Rupert Murdoch.

 

 

Of course this is no longer true, and it’s especially not true of social media. The decline of traditional journalism, the rise of the PR and the importance of the new social media influencers mean that the rules have got a lot more complicated.

 

If your customers aren’t talking about your products or services on social media then they should be. But how can you make sure they’re saying the right things?

 

The short answer is that you can’t. The only control you really have is how you communicate.

 

Social media allows even the smallest businesses to compete with the giants on a level playing field. Suddenly it’s not all about budgets any more. But the giants still have the weight of a highly trained and experienced marketing department behind them. For example, nothing leaves the Coca Cola building unless it has been approved by one of their Certified Online Spokespeople and is in adherence with their three page Social Media policy document.

 

How do you manage your social media? Is it a task you routinely throw at the most junior person in the office? Or whoever isn’t that busy? Do you even pay attention to what’s being said in your name?

 

Customer services and marketing are now inextricably linked. You need to make sure that you say what you want people to hear. If they don’t agree, or it goes wrong, you need to engage with them and make things better.

 

If the power of online media has taught us anything recently, it’s that you can only manipulate it so far. You can’t stop people from talking about you, nor can you control what they say.

 

Not all customer comments will be positive, that’s just how life is. And you can’t change everybody’s mind. But it’s not enough to simply respond to everything that is said about you. Social media is about talking and listening. Take notice of what your customers say. Keep tabs on what is being said about you using services such as Google Alerts to monitor your social media. And react quickly.

 

 

Remember, it’s your brand and your business. You are responsible for your own online reputation.

 

If you need help, Bozboz are pleased to present our new social media training courses. Click here to find out more.