subject: Keep Up The Vigil: Online Reputation Management [print this page] Keep Up The Vigil: Online Reputation Management
Online reputation is not something that can be achieved in a day. Neither is it a process that will come to an end after a period of work. Reputation management services are not a one-off project. To maintain the reputation of a brand, you will have to keep working at it on a daily basis. The Internet is a very dynamic medium. Rules of this medium changes steadily, and so does the practices. Users may be high on social networking today, but they may move over to something else in the very recent future. As an online reputation management services unit, you have to keep changing with the times. You have to keep updating yourself and your skills so that you can tap the kind of literature that is being published about your brand.
Keeping up a close watch on the Internet is not hard these days. There are plenty of Web 2.0 tools that will aid online reputation management services. A good example of this sort of a tool is Google Alerts. These alerts come to your email inbox and inform you about any mentions about your brand online. Users post comments on various platforms like blogs, articles or social media. It is impossible for any reputation management services to dig posts out of the Internet heap manually and respond to it. The tools offered by the Internet helps you tackle this issue. When you come across mentions of your brand, be careful about the context. You must never assume that mistakes have not been committed on your brand. You have to find out if the criticism that you read online is justified.
The first aim of keeping a vigil on your brand feedback is that you have to respond to it. Online reputation management services are not about denying the obvious. When you have a global clientele, there will be errors committed because of the sheer volume of customers. When these disgruntled customers post their complaints online, it's more out of their helpless frustration than out of any negative attitude towards your brand. More often than not, solving their issues will convert them into brand loyalists! Reputation management services must integrate their work with the customer service department and solve these problems. After the problem is solved, post comments on the complaints for the particular user and others to read. You will reap double benefits from this way of doing things. You don't just solve the issue; you are also informing everyone in the network that you're capable of providing instant support.
Brand building is not an easy exercise, but it's not very tough either. Online reputation management experts have to be alert all the time. You must not wait for the damage to escalate before you swing into action. On networks like social media or professional networks, you never know what can go viral. Once that happens, there is little that reputation management experts can do. You have to stem the flow before the dam breaks over.
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