Social media cannot only help you to grow your brand recognition and augment your annual sales, but it can also help your large or small organization to effectively manage its online reputation.
After all, it can be a powerful platform for promoting your company’s USP, resolving customer queries, and responding to a PR crisis.
To ensure you develop a reputable brand online, read this informative guide to managing your social media reputation in 2019.
Turn your followers into brand ambassadors
Every brand must take the time to form strong relationships with their followers. By quickly responding to their direct messages, replying to their comments, and rewarding them for their loyalty, you could turn your many followers into brand ambassadors. So, if a PR disaster strikes, your loyal followers could quickly jump to your company’s defense, which can prove to others that you are a reputable, high-quality brand.
Refrain from responding to internet trolls
Unfortunately, there could be many users who are happy to write negative comments on your social media posts, which will be in a bid to damage your brand and decrease your sales. While you might feel frustrated by an internet troll’s hurtful remarks, you must never engage with them in the same manner, or it could reflect poorly on your business.
Respond to disgruntled customers ASAP
There is, however, a difference between an internet troll and a disgruntled customer. If a customer has a genuine complaint, you must not ignore their remark and should respond to their feedback in a helpful and polite manner.
If your company is in the wrong, you must apologize for the issue and attempt to rectify it as soon as possible, which can prove to your prospective customers that you are a caring, proactive brand.
Promote your brand’s USP
Social media will provide your business with a platform to promote its unique selling proposition (USP). For example, to prove you run an eco-friendly business, inform your customers about how you care for the environment, such as using plastic-free packaging, running a paperless operation or hiring a reputable bale wire supplier to transport recyclable manufacturing materials.
Steer clear of controversial topics
A seemingly humorous post could potentially offend your followers, which could result in a major PR disaster that could destroy your brand’s reputation. To avoid public outcry, you must avoid commenting on controversial topics and you must never attempt to make light of serious subject matters. A provocative social media post could potentially go viral for all the wrong reasons, so you must seriously consider your audience before hitting publish.
Enforce a strict social media policy
While you might make it your company’s mission to avoid controversy at all costs, your employees could potentially post inappropriate content onto your Facebook, Instagram or Twitter pages, which could damage your brand’s integrity.
To protect your business, you must introduce a strict social media policy for your staff to adhere to each day. You also could introduce admin controls to limit the number of people who have access to your business social media accounts.
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