Your brand’s reputation is critical in a competitive environment. A stellar reputation will likely attract future clients to your company, while a poor one will drive away potential customers to your competitors.
Here’s how to protect your brand’s reputation over the course of your digital marketing campaigns:
Use Social Listening Tools
Social listening is one of the best ways to protect your brand’s online reputation.
This tactic involves using tools to monitor the internet for mentions of your brand, including in social media posts, blogs, news articles, and review sites. This way, you’ll receive a notification whenever someone talks about your organization, and you can choose whether to respond.
A social listening tool can also monitor brand sentiment over time, providing reports indicating whether your company’s reputation is rising or falling. You can use this information to determine when to take action and protect your organization’s standing.
Respond to Reviews
Your customers might use sites like Google, TrustPilot, Yelp, and the Better Business Bureau to leave reviews about their experience with your company. Whenever a customer leaves a review, you should respond. If it’s a positive review, simply thank them for their review and let them know you appreciate their business.
However, if a client leaves a negative review, you must consider your response carefully. You don’t want to verbally attack the customer, even if you don’t believe their experience warrants a negative review. Instead, consider writing an apology that references the situation, and tell them you’ll incorporate their feedback in your future client transactions.
In some cases, you can resolve the customer’s problem and turn a dissatisfied customer into a happy one — one that might be willing to change their negative review into a positive one.
Responding to positive and negative reviews lets others know you care about the customer experience. Potential customers who check your reviews will see you’ve taken the time to address your feedback constructively, which reflects well on your organization.
Don’t Overwhelm Your Customers with Ads
Advertising to your customers is a critical facet of an effective marketing strategy. But while you want to encourage people to purchase from you, you should avoid excessive and over-the-top advertising.
For example, if you have a mailing list, you’ll want to regularly notify subscribers of upcoming sales, new products, and other information relevant to your company. However, you don’t want to email them several times a day.
Similarly, you should save your SMS texts for only the most critical business matters, like a flash sale or a shipping notification. If you start spamming your clients with texts, they’ll develop an unfavorable opinion of your brand.
Brand Protection Is Crucial to Organizations
Companies that want to organically attract new customers must realize that protecting their reputation is critical. Businesses can maintain their standing and ensure a positive brand sentiment by paying attention to customer reviews, responding to those reviews appropriately, and engaging in a robust marketing program that doesn’t overwhelm their clients.
To develop a powerful marketing strategy that encourages a positive brand sentiment, contact the experts at Net Profit Marketing today.