Social media is a powerful tool, and it’s incredibly easy to make or break your company’s reputation. Anything from negative reviews condemning your business to shares providing social proof, it’s easier than ever for the online user to affect a company’s reputation in a big way. It’s essential that you stay on top of this, so we’ve put together this list of 4 tips for protecting your reputation on social media:
This is one of the biggest mistakes a large number of businesses make online. People are generally very active on social media, and they expect you to be too. Everyone gets some negative reviews both online and offline, the best way to handle the online ones is to show genuine sympathy and try to rectify the situation. This will show that you genuinely care about your customers and that any mistakes made were honest ones.
It’s important that every now and then you check for copies of your business’s page. They could be potentially harmful if someone is out to damage your company. Ensure that you routinely search your business’s name on all the major social networks (Facebook, Twitter, Google+, Pinterest & Instagram) and follow the correct procedure (depending on the network) for any fake pages using your company’s name and branding.
Leaving spelling and grammar mistakes in your posts is a sure way to convince your customers that you don’t pay attention to detail and don’t double-check your work. Whilst this is a minor point, over time your customers will begin to associate your company with sub-par quality due to the impression you create online. The easiest way to deal with this is to install spell-checking software into your browser. Our favourite choice for this is the browser plugin Grammarly, you can use the free version of this to check over everything you publish online. Check it out here: https://www.grammarly.com/
As a business, you provide value to your customers whether it be through products or services. When customers ask questions, they have chosen your business to start (or continue) providing them value. So be sure to respond to ALL questions your (existing or potential) customers ask. This not only shows that you are proactive in ensuring customer satisfaction, but that you know your stuff and are a trustworthy company.
The online world is a big place. With over 2.3 billion people worldwide using social media there will be some talking about or wanting to talk to your business. Make sure all messages and comments are responded to and that your customers feel like they have been listened to and have had their problem dealt with professionally. For more information on the best social media customer service practices, take a look at our Customer Service on Social Media half-day course here: http://www.socialmedia-trainingcourses.com/courses/customer-service-on-social-media-half-day-course/
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