Posted by Jeff Adelson-Yan (@jeffadelsonyan)
You’ve no doubt heard the buzz words “online reputation management.” You’ve heard that many companies do it, but you’ve always wondered how or to what degree. A recent study even published that the majority (53%) of B2C companies use social media to “track and follow up” on brand mentions. That number is significantly smaller (27%) for B2B companies.
So why and how do they do it?
Well, brands can set up brand mentions using a variety of tools and respond individually to consumers using social media. In fact, there are tools to monitor almost every facet of social media in order to ascertain how your consumers feel about your brand, products and/or services. So why is this important? Firstly, it allows you to be proactive in your consumer response. It’s easy to respond to a tweet where someone has mentioned your brand. But it’s a new level engagement if someone just talks about your brand (negatively or positively) and you are able to respond to that person. Perhaps they’re complaining about a product’s quality; you could respond by offering a discount or even just an answer. Many people mention brands on social media accounts in hopes that their problem will be resolved. Be a problem resolver. Secondly, it can give you insight into potential opportunities to improve your business. Your customers could be confused by your shipping or return policies, which is a pretty easy fix. Maybe it’s something even simpler like providing coffee in the waiting room where customers will likely spend a lot of time. The possibilities are truly endless.
At Levelwing, we are at the forefront of monitoring social conversation about your brand. We use this Social Research to offer insights and data-driven solutions to improve your brand’s online (and offline) reputation.