Having a good reputation is one of the many elements that will support your brand's success. Consumers are becoming wiser today. They do not just buy a product because of a good advertising campaign. Usually, they will go online and read reviews about the said product. Forums, social media sites, and blog sites are their common sources of information. If they are not happy with what they have read, then they are not likely to purchase any of your products and instead turn their attention to your competitors. Hence, it is important that you keep track of how well your reputation is in the online world. If you can monitor this element, you can immediately do some damage control that will make consumers like you again.
There are many tools that you can use to manage and track your online reputation. Here are some of them:
1) Create a BBB Profile
The Better Business Bureau is well known as a credible source of information about a company's Brand Reputation. Hence, many individuals depend and rely on what they read on the BBB. It is best, therefore, that you have a presence on that site so that you can monitor how you are currently rated. It is also a chance for you to defend your company if you think that the statements written there are false and inaccurate.
2) Make Use of Hashtags
Hashtags are prominently used in social media networks. If you create you official hashtag for your company, it would be easier for you to track down all comments, posts, or notes where you have been mentioned. With hashtags, you instantly become informed of how people perceive your brand.
3) Monitor This
This is an easy to use tool and it is free. Just go to their site and key in your company name or brand name, and then hit "make monitor.opml". It will generate a result that you have to copy and paste into a new file, which you can then import into your feed reader. From then on, all mentions of your company, product, or brand will reflect on your feed, and this includes all mentions from more than 20 different search engines.
4) Google Alerts
If you have not used this tool yet, it is time that you do. This tool alerts you through email every time you are mentioned on the online world. To do this, you need to set up dedicated keywords where these alerts would be based on.
5) Assign a Person to Monitor Forums and Online Shops
Aside from a customer service team, you may also want to assign a few people to visit online forums that focus on your products or brand. Having a representative on these forums will enable you to attend to concerns that never reached your customer relations team. It is also your chance to clarify facts and answer questions. Online shops also have review sections where clients air their experiences about your products. It would serve your reputation good if you attend to any grievances voluntarily.
6) Use Social Mention
Here is another useful tool to monitor your reputation. Just set a keyword for this tool (usually your company name or brand name) and it will give you a report of all the instances your brand name was mentioned in the web. It will even categorize them as either positive, negative, or neutral comments.