According to Riccardo Lanzo who has been an industry expert having his hands in protecting and managing the brand reputation of various clients including Italian and international companies as well as known online personalities like influencers, social media is a powerful tool and brands across distinct industries can reap the benefits from social media reputation management. As more people have been reaching out to the internet for every single piece of information, specifically before making any purchases or hiring any services, it becomes important that a businesses online reputation is intact, which shields it from repelling the customers afar.
A customer’s decision depends on how good he finds your product or service’s reputation is online and that includes positive reviews, no negative publicity, no legal issues etc. “While a majority of your brand’s online reputation depends on how you maintain your image via several channels like website, advertising and marketing and getting positive reviews, external factors such as social media can have a major impact on brand reputation and customer acquisition to a great extent,” explains Lanzo while informing about the importance of online reputation.
Here, Lanzo charts out a few points which can lead to positive social media reputation management:
- It’s important to build up constant interest, which will keep the customers engaged and return for more. Posting relevant content which matches the wavelength of the customers is the key to succeed. Community management is crucial to increase consumer activity. Following brand guidelines is also very important to go a long way. Avoid being too promotional but don’t deter from capitalizing on the user generated content which helps majorly in improving your online reputation.
- There are a lot of negative engagements online and it’s best to address the issues by communicating with the customer rightly. Any delay in responding from your side may result in your reputation going southwards gradually. Be approachable and try to solve the issue at the earliest, which would help in the rise of negative reviews which spread like wildfire on the internet. It also sends a negative signal to prospective customers who step back on learning about this bad experience posted by the aggrieved customer.
- Share positive feedback and reviews that you have received from satisfied customers, as this helps in building up the confidence in prospective customers about your products or services.
According to Lanzo if these key points are kept in mind it can help in managing your online reputation and help in running the business efficiently.
