Brand reputation is being increasingly made up of your brand’s presence and image on social media. A more positive image and stronger presence on social media will result in an overall better reputation and more fame of your brand. In fact, social media such as Facebook can influence up to 52% of purchasing decision both online and offline according to a recent survey. This is an increase of almost 20% when the survey was done in 2014. Below are some things that you should and should not do to improve you social media image and presence.
Don’t be too pushy or try to market your product aggressively. This is in fact counterproductive and will turn customers away from your product. Instead focus on creating user generated content by highlighting customer testimonials or experiences. Make social media content customer centered and throw in a little marketing here and there and you have a winning formula.
Do not ignore legitimate user complaints. One research study by IC Media Direct reviews found that the leading cause of customers leaving one brand for another was a lack of or bad customer service. Address legitimate customer complaints as best you can. Customers who feel their needs are addressed and resolved are very likely to not only stay a customer but promote your brand through positive feedback and word of mouth. Ignoring legitimate complaints can only create doom for you company through negative feedback and badmouthing on the web.
Do monitor your brand mentions. Don’t assume that what is being said all over the web is not important. By monitoring your brand on the web even in places such as forums, you can get a much deeper picture of what people really think of it. If you monitor your brand, you can also address any new complaints you find and help resolve issues. Brand monitoring is important because you can uncover new complaints and see feedback that you may have previously missed.
Reply to messages promptly. Use an autoreply software if you have to, if you cannot respond immediately. Studies show that companies who respond quickly to customers are more likely to receive referrals and positive feedback. At the very least acknowledge a customer, while you are working out on a reply.