June 14, 2013 Jaclyn Bickerton
It’s essential for any brand today to consistently monitor and nurture its online reputation. With the digital revolution, it seems as though everyone has an opinion about your brand, and they aren’t afraid to take to a variety of channels to share these views. A strong online reputation requires happy customers, honestly, engaging content and proactive work on your end. With this being said, I’d like to share a great infographic by MDG Advertising “Have you seen your online reputation?” The infographic provides a guide to cultivating, maintaining, and reclaiming a brand’s online reputation. Online crises can happen to any brand at any time, and it’s as important as ever for you to be prepared to handle the worst. Let’s take a look at some key facts from the infographic about managing your digital reputation:
– 92% of consumers trust opinions posted by other consumers and 70% of consumers trust brand recommendations from friends and family.
– 70% of consumers use social media to hear about other customers’ experiences with the brand
– 65% of consumers use social media to learn more about brands’ products and/or services
– 50% of consumers take to social media to express concerns or complaints about brands
These are not very surprising stats, but they are a good indicator of why a brand’s online reputation is just so important. What’s being said about your brand is extremely important to your audience, and one bad customer’s experience will be considered by everyone who reads it. It’s impossible to avoid complaints and misunderstandings, but responding correctly can diffuse the situation and end up furthering your brand in the long run. The infographic goes on to look at some dos and don’ts when maintaining or defending an online reputation.
Next the infographic highlights some tips to remember when aiming to build a strong online reputation:
– Social media is about your brand’s voice first and your products second
– Proactively build a positive online reputation with happy customers
– Foster brand advocates and positive online reviews
– Your reputation across social media will affect search results
– Every online user has power; don’t be quick to ignore anyone.
And lastly the infographic leaves us with some crisis management tips. You can take a look at the full infographic. For more crisis management tips, click here.
Jaclyn Bickerton, Social Media, Raven5 Ltd, Oakville & Toronto, Ontario, June 2013