May 13, 2021 5 min go through
Opinions portrayed by Entrepreneur contributors are their own.
Social media marketing is much more than a place for your business to publish ads plus promotions. Because the name suggests, social media is intended in order to be, well, social. That means your followers are heading to wish to engage along with your brand name , leaving comments plus reviews, asking questions plus more.
Because of the high volume of these interactions that occur on platforms like Facebook plus Instagram , social media marketing ultimately becomes a major part — in case not the primary concentrate — of your company’s digital reputation management .
By taking a proactive strategy to handling your business’ reputation on social press, you can build a stronger relationship with your own clients and generate positive word of mouth for your brand. Here's how.
1. Track discussions about your brand
Countless conversations are taking place on social press. The vast majority of these probably won’t possess any bearing on your business. So how can you find the conversations that involve your brand?
Many companies make use of social listening tools to make sure they never miss a conversation about their company. Tools like HootSuite or even Sprout Social allow brands to track branded keywords (including when the brand name hasn’t been tagged or @mentioned), and also particular hashtag uses.
Rather than searching by means of social media manually, such tools provide direct notifications any time a conversation about your brand is taking place. This lets you measure the overall sentiment around your brand, while also providing opportunities to phase in and engage directly with customers.
For example, the Nike Service Twitter account is certainly fully focused on addressing customer support issues — both individually and by addressing broad support trends. These personalized interactions construct goodwill toward the brand name, while also making customers more likely to take part in the first place.
Join Our Free Affiliate Marketing Training Course. This Makes $100-$500 Daily
Of course, such interactions should always remain genuine to your brand identification. Being friendly and good is always a plus when engaging on social media, but don’t be afraid to include a little sass (like Wendy’s ) when that’s part of your brand's personality.
2. Respond to every comment and evaluate
Social platforms are often where customers visit share their experience with your brand, and if they’re leaving reviews, you absolutely must react.
In an interview for automotive lead-generation platform AutoLeadStar’s Inside Auto Podcast , Charlie Pearson of Friendemic advises, “Making sure that every single comment, every single review is read plus acknowledged or addressed … that’s a super essential part of running any kind of business today. There’s thus much more information transparency for consumers with regards to item and pricing. How do you distinguish today’s local business? A lot of it comes along down to that customer service and that reputation. ”
Simply by responding to customer reviews, brand names can demonstrate their dedication to customer service whilst also making a positive story — even if responding to a negative review. A positive, personalized response can go a considerable ways in shaping the particular narrative.
A positive response that handles the user’s concern or even complaint demonstrates to others who all might browse the review that your company takes such issues seriously. Even better, a 2020 survey by ZenBusiness found that 30% associated with reviewers will update their own criticism after their issue is resolved by the company.
Conversely, the same study found that will 65% of those who else left negative reviews upon social would stop carrying out business with a business if it didn’t respond to their feedback. If you want to protect your reputation and avoid dropping customers, reacting to social comments is clearly an absolute must.
3. Highlight positive testimonials through owned channels
Responding to negative reviews is one thing, but the positive reviews and testimonials that customers keep through your social channels may also provide ample gas for your reputation management efforts.
Particularly, millennials have been discovered to rely on user-generated content 50% more than content produced by brands. The positive review serves because a real, personalized account of what like to use your company’s products or services. This content is far a lot more persuasive to potential customers and does more to establish your reputation than anything you could actually say.
In addition to thanking clients for their positive reviews , you should try to increase this particular content across platforms. Emphasize these positive experiences upon Facebook or Twitter posts. B2B brands that do more intensive work with their particular clients could even produce a case study, or work together using the client who still left the review to make a video testimonial to share on social.
These reviews may (and should) come from any platform, be it Google, Facebook or even Yelp. They can end up being utilized to highlight the function of an individual employee or to showcase the standard of your services. Most importantly, they allow you to harness social media so that the first review someone sees of your business is one which you would wish them to see.
Ninety-three percent of customers now look at online reviews as part of their purchasing decision, and a lot of those reviews are going to end up being found on your social networking pages. By taking the proactive approach to reputation management, you can ensure that you’re making the best impact on prospective customers.
With quality reputation management, you control the narrative surrounding your brand name, ensuring great results plus actual growth.