Social media can be a great way for businesses to interact with their customers and prospective customers. However, while this platform can be very beneficial in some cases, it can oftentimes take a turn for the worse as well. If your brand experiences negative comments that lead to a negative reputation, it can be hard to know how to come back from all that bad press that’s so easily found about you. So to help keep problems in this area from destroying your business, here are three tips for managing your reputation using social media.
Respond To Customer Outreach
If you think that the only reason your business should be using social media is to broadcast when you have news or sales, you’re missing the whole point of using social for business purposes. The best way to use social media to your advantage as a business is to make it a springboard for interacting with your customers or clients. Knowing this, Jayne Kendall, a contributor to Business Wales, writes that you should always respond to customer outreach that comes in through social media. Whether the interaction begins in a positive or negative way, by reaching back out to your customers, you have a much better chance of creating a positive relationship with that customer and any other customers who sees your exchange.
Address Negative Comments About Your Company
While you might only like to hear the good things people have to say about your business, you’re bound to get at least a few negative comments here and there. And although you might not want to indulge this kind of communication, Dan Virgillito, a contributor to KISSMetrics.com, suggests addressing every negative comment that comes through social media regarding your company. If you choose to simply pretend that people aren’t saying negative things about you, you’re not taking the opportunity to set the record straight and rectify anything that might have gone wrong on your end. How you prove yourself in the face of adversity can make a big difference for your customers.
Create Positivity Around Your Brand
Catriona Pollard, a contributor to the Huffington Post, shares that it’s always a good idea to try to create positive conversations around your brand on social media. This can be a great way to counteract any negativity you may have had thrown your way as well as build a relationship with your followers. To build this positivity, Pollard recommends posting original content as well as curated content that will start conversations with your customers and lead you to become a resource for good within your industry.
If you’re struggling with overcoming a bad online reputation or you simply want to create a stronger social presence, use the tips mentioned above to help you do just that.