How to Reinvent Your Online Reputation for the New Year

It’s the start of a new year, which means you probably have some big goals and ideas in mind for your brand. That’s great, but it’s important you don’t overlook a big area of improvement: your online reputation!

Taking time to assess your reputation online is a great way to consider (and improve) the overall health of the brand. Consider the following:

  • Do you exemplify your brand’s core values?
  • Are you effectively reaching your target audience?
  • What role does your business play in the industry? Are you influential?

Each of the points above are important to how consumers and competitors view your business, so consider doing a yearly reputation checkup when setting goals for the year. For example, failure to adequately meet your audience’s needs can cause a swell in complaints, which in turn damages your rep. On the other hand, a better rep and confidence in the brand can translate to sales.

Brand reputation and customer satisfaction go hand-in-hand, so let’s get started on improving both with these online reputation management tips.

Be Pro-Active by Listening to Consumers

You can’t reinvent your rep if you don’t know what people are saying about you. It’s essential that you make an effort to always listen to what consumers are saying about your brand. A good place to start is to monitor keywords and hashtags related to your business and industry. Listen in on what’s said about competitors, too, to get a sense of the conversation online. Google Alerts, Hootsuite and Tweet Binder are great online reputation management tools.

Listening shouldn’t be passive; respond to engagement—both good and bad—whenever possible. Is someone complaining about an issue with your product? Let them know you want to set things right! Is an enthusiastic fan spreading the love online? Consider reaching out to reward them with merch or a personalized offer. Either way, thank people for their feedback so they’re aware you’re listening and receptive to their needs.

Protect Your Reputation by Claiming Business Listings

If your brand or business is on Yelp, Foursquare, Google Maps, Bing Places for Business or more, be sure to claim listings for it. This protects others from claiming the listings for malicious intent, so you can retain control.

Better Brand Reputation Management = Improving Customer Service Efforts

You may have found that your brand is generating a lot of buzz on social, but a worrying percentage of it isn’t as positive as you’d like it to be. Disgruntled consumers turn to social media to voice their complaints often because they don’t know where else to go—so by streamlining your customer service efforts, you can discourage a swath of angry comments that could damage your reputation.

Here’s what you should ask yourself when vetting your customer service:

  • Is it easy for customers to reach us online? Make sure users can get in touch quickly and easily, so you can fix an issue before they scream into the social media void. Offer options for getting in touch on all your social media profiles.
  • Can we deal with problems quickly? The conversation on social is fast, so users aren’t very patient; for example, 72% of consumers complaining on Twitter expect a response in just an hour. You want to resolve issues as fast as possible to both impress your customers and to keep a complaint from going viral, so quickening your pace is a must. Community monitoring tools like Hootsuite contain metrics that help you discover ways your team can work faster and more accurately.
  • Are we transparent enough? While it might seem risky, encourage users to provide feedback on your site and profiles—good and bad. Being transparent means you have nothing to hide, and even if someone voices a grievance, you can work to make it right: 1 in 3 consumers who post a complaint and receive a response will post a positive review, with 34% deleting their negative one (source).

Start Discussions, Then Participate in Them!

Shape the narrative around your brand by fostering discussion, asking questions and sparking conversation on your blog and profiles. Depending on how your fans respond, you can glean some insight on their needs, desires and uncertainties—poising your brand to deliver.

Encouraging discussion on your profiles is also great because it moves the conversation from the social media diaspora into one place: your social accounts, which you can moderate as you like. By focusing the conversation in one place, you can better—and more quickly!—respond to grievances before they develop into reputation-killing controversies.

Remember: humanize your business in these discussions. Don’t fall into the trap of corporatespeak; approach situations with sympathy and a sense of humor, and your fans will think better of you.

Become an Influencer with Your Brand

A great way to reinvent your reputation is to become an influencer within your industry. Here’s how being a voice within your industry helps your rep:

  • It gains respect and trust for your brand.
  • Being an influencer will help to make connections with other brands in the industry.
  • You’ll remain on-trend—or make the trends!
  • Generating influential content helps your SEO.

Consider making awesome content that highlights your brand’s role in the industry, or collaborate with others within it. With a forward-thinking approach, your business will garner admiration from customers, employees and others in the industry. Taking the Holstee Manifesto as an example, consider how your core values can reach and inspire a large audience with the right messaging.

Successfully becoming an influencer is a big task, so set this as your main reputation management goal for the year.

Consider Getting Outside Help for Online Reputation Management

If you’re feeling overwhelmed or short-staffed in reputation management, consider hiring an ORM agency. Be careful, though: don’t invest in a company that’ll cut corners to save a buck. When seeking out agencies to help your own reputation, check if their reputation is good first.

One of The Smartest Online Reputation Management Tools: Automated Moderation

You probably noticed how most of the online reputation management tips above revolve around comments and conversation. After all, that’s what social media is about! So how can you easily wrangle some control over the always-moving, fast-changing conversation? Try setting up an automated moderation tool.

Smart Moderation is a great tool for reputation management, because it hides trolling, profanity and abusive language almost immediately, within a minute of posting. While responding to criticism is always a good idea, there’s no place for abusive, profane language in any online community. By whisking it away quickly, your team can focus their time and effort on genuine engagement, speeding up your overall process of community monitoring and customer service. It even integrates into Hootsuite, if that’s your community monitoring tool of choice.

By encouraging and responding to conversation without having to worry about moderation, you’re taking a big first step to reinventing your brand’s reputation for the better. Let’s start the year on a good note together—try the software for free!

136 comments

  1. No reason to send cans and bottles to anyone when you live in the city. Because by the time they hit the curb someone is already digging thru the containers. I asked the collectors of cans and bottles once if they were employed by the city. Of course they did not answer. So I have to safely assume they were not. He did however ask me for a cigarette.

  2. Visual Studio as a product actually loses money every year, but it’s not our business strategy to make money with Visual Studio, but actually to attract developers to the Windows platform. The licenses fees are there because we can get away with charging them, but even if we had to give Visual Studio away for free to everybody (we already do to many entities and markets), it would still be actively developed.

  3. Oh Maria, I'm so sorry to hear this. How devastating for you and especially for your parents! Flying is so often a clusterfuck. They need to hire some strategy consultants. I hope you guys have a wonderful Christmas in spite of this. Thinking of you and sending lots of love!

  4. This article is awesome . Dalene is the glue that keeps everything together ; without her its like a ship without a captian . We love her and more importantly our kids love her ! she deserves a giant S for super woman because she is ! thank you Dalene for all you have done and continue to do . lots of love the Nickolas .

  5. Ella, you did a phenomenal job of the birdies. It was great to see your interpretation of them. I absolutely LOVE the mobile. The combo of textures of the soft, blue birds with the sticky, white twigs and the sparkly little lights is pure eye candy! And your photography as usual is beautiful. Thanks for sharing Happy Sew Lucky with your peeps.

  6. the only affordable, feasible kind of government in a future heavily mestizo America is a low tax – low spend – low regulation – conservative value Texas-style Republicanism. That's only true for mestizo levels of below 35%. Once they approach majority levels in a population, the mestizo's will convert America to Mexican-style low-regulation.Texas is already demographically doomed. In the next twenty years white Republicans there will slide into the minority and the state will become the next California. This is scientic fact, not opinion. The majority of young Texans are already mestizo.

  7. Bon anniversaire bloguesque C'est vrai que ça file, va falloir penser à mes 3 ans… très, très bientôt Encore pas de Tara Jarmon dans mon armoire, même si Catherine ne cesse de me dire  » Tara = valeur sûre » Bon séjour Parisien !… j'y serai la semaine suivante !

  8. Bravo, Bill. Do I understand this correctly? The Council thinks that it is more important to subsidize a downtown hotel over the next 25 years to create temporary jobs for people who don’t necessarily live in the city of LA rather than fund fire departments and libraries?

  9. SELÇUK ÖCİ diyor ki:18 10 1970 DOĞUMLU TC 35824768430 NOLU 15 11 1988 BAĞKURLU 15 11 1993 YILINDAAN 2004 YILINA KADAR TEKEL TUZ MADENİNDE YER ALTI İŞÇİSİ OLARAK ÇALIŞTIM 2005TEN BU YANA 4CLİ OLARAK MİLLİ EĞİTİMDE ÇALIŞMAKTAYIM NE ZAMAN EMEKLİ OLURUM ŞİMDİDEN CEVABINIZ İÇİN TEŞEKURLER

  10. Better blog…Some habits are good for you and others are not. The same is true for your blog. Some of your blogging habits, meaning those things you do repeatedly, are good for you and your blog’s growth and improvement while others are distractions that stop you …

  11. My ex husband was verbally abusive and would yank me around by the arm or pick me up and throw me on the bed or something, and punch holes in doors right next to me. Never used to think it was abuse because ya’ know I thought, well he never punched me. Wrong, you don’t put your hands on anyone. I’m sorry that happened to you. And I know the feeling, you want everyone to know what they did. But you also have to find peace within and let go. You can’t forget, unfortunately it’s engrained in every muscle.

  12. La piesa iubire laurentiu trebuia sa inceapa cu Rock Show (in loc de dance show)…se vede ca fara mihai si viorel…pai cum suna piesa live in 3se si cum suna solo….penibil…sa luat dupa animalutele x si s-a dat pe rock… macar aia sunt 3rei si tot le iese ceva…ce urat laurentiu…mai gandestete in legatura cu 3se…niciodata sa nu spui niciodata.

  13. I just wanted to leave a comment here to mention thanks for you give very nice ideas for us. Blogs are troublesome to run and time consuming thus I appreciate when I see well written material. Your time isn’t going to waste with your posts. Thanks so much and stick with it No doubt you will definitely reach your goals! Keeping more post!

  14. Enough with the government handouts! Rosa, you pay for all the diapers!!!! Then we will see how fast this bill dies!!!!reply from Robert: Been a while since I wrote this one. Thanks for the comment. Merry Christmas.

  15. Jeg liker stilen din supergodt! Du greier å kombinere svart og grått osv. uten at det ser kjedelig ut, og det er noe jeg aldri greier.. : )SVAR: Utrolig koselig å få sånne ord! Det gir meg masse motivasjon til å fortsette! Tusen takk!

  16. I never knew this as single woman. My husband had already figured this out when we got together. I love feeling like I’m in the “know” when it comes to tips like this.Thanks for sharing. There are many people out there who just don’t know 🙂

  17. Along with every thing which appears to be developing within this particular subject material, a significant percentage of opinions are actually somewhat refreshing. Even so, I am sorry, because I can not give credence to your entire idea, all be it stimulating none the less. It appears to me that your opinions are not entirely rationalized and in fact you are generally yourself not even wholly certain of the assertion. In any event I did appreciate reading it.

  18. I am really hopeful that Punk retains until Wrestlemania. I would love to see him put the title on the line vs Undertaker, but thats probably wishful thinking. I have serious doubts that Punk will defeat the Rock though. The Rock promised earlier this year he’d win the WWE Championship at some point. As bad as it will be and as pissed off as I will be, I think the Rock takes the title at RR. Cant wait to not see the champion or the championship belt itself for several months while The Rock is away from Raw..

  19. How do you know beforehand that the 70% blockage wasn’t causing symptoms? Clearly the 99% blockage was causing symptoms but what if that was masking the symptoms he would have from the 70% blockage and then after stent placement he would continue having symptoms? Is there a limit that certain blockages won’t cause symptoms, or does it depend on the person and the artery?

  20. In effetti c’è qualcosa di strano dietro questo album. Credo anch’io di averlo scaricato diverso tempo fa (ho una lista di album da ascoltare che fa paura.. spero un giorno di trovare il tempo di sfoltirla un po).. solo che la versione che ho io è diversa da quella che c’è attualmente su Jamendo. Io ho dei pezzi che su Jamendo non ci sono (alcuni molto notevoli tra l’altro…).E’ una cosa che ho notato diverse volte.. scarico un album e poi quando voglio andare a commentarlo non c’è più..

  21. , "Thanks for the link Ms. Ann.I also saw some of it on CNN. I might really have to do another post on the good Bishop.I mean, honestly, "David"?"You should leave the good minister alone. He has done a lot of good things but I haven't seen one damn post about the good things he has done. Bishop Long is INNOCENT. I know it doesn't make any difference to you, because you have already condemned him. Whatever the outcome, you will find him guilty.

  22. I love that post of Danielle’s and have savored it several times. It seems like a wonderful system and great approach. My problem is that I don’t do very well with systems and schedules. Sometimes, I have a flood of ideas on a Sunday and need to write then. Sometimes, at noon on a Wednesday I have nothing. For me, I need to work when things come to me. But I do think the idea of having days totally off is compelling and probably makes for a healthier existence. Will be contemplating these big questions about balance and time-management over my “break.”

  23. Comfy jeggings, oversized pullover sweaters, and wool socks? Suddenly I find myself singing, "These Are a Few of My Favorite Things". Geeze, now I have to go watch the Sound of Music while I dream about Arizona becoming cool and overcast like San Francisco. Great outfit 🙂

  24. Estaba leyendo el post de abajo y este…Que te voy a decir, se aguaron los ojos con el comentario de Carlos, a mi me pasa exactemente lo mismo, anoche le decía, que mis amigas de toda la vida, pocas veces me han visto llorar… prefiero que me vean bien, porque sé sufren por mí cuando estoy mal…Voy a leer el post del año pasado.Un beso, Mariale!

  25. Youre so right. Im there with you. Your weblog is unquestionably worth a read if anyone comes throughout it. Im lucky I did because now Ive received a whole new view of this. I didnt realise that this issue was so important and so universal. You surely put it in perspective for me.

  26. like that.she in one of her slides had discussed “all processes and products that are new ,involvinginventive step,capable of industrial application and not barred by section 3 and 4 of PATENT ACT .”She did not quote the line wihich has been given in blog.it was said by some other speakerand not sweta rajkumar.Her presentation was brilliant .

  27. Paolo: mi accodo all'ultimo commento, quelli non sono dilettanti. Possono essere freelance o indipendenti, ma un'idea di quel che fanno ce l'hanno. In altre parole: il lavoro che fanno Рo nel quale stanno cercando di lanciarsi Р̬ quello.

  28. LSX,Do you have something against homosexuality? It’s not real difficult to recognize trailer trash up here. You seem to have the market cornered. Sure, you , DS and OneAlex aren’t the same person?

  29. Ellie. We often fear something for no obvious reason. Although I don't fear a specific type of food, I wish I were more courageous in other aspects of my life. The soup looks comforting, and I am glad that you gave your blog a chance!

  30. I have watched all of your videos & I can see that this is a real opportunity for me to use to make some extra income, my husband suddenly died 9 mOnths ago from a heart condition we didn’t know he had so life has changed for me since my income level has changed so I have high expectations for your software & from what I’ve seen I think it will deliver. I hope for great success for you & your software in the future as I know it is going to help change lives.

  31. Csatlakozom az előttem szólóhoz, én sem tudom aktiválni a Join or Die edition-omat!!Igaz nem tőletek vettem, de attól még hátha tudtok nekem is mondani valamit..

  32. ça donne toujours autant de s'inviter à ta table mais faute de pouvoir gouter les talents de chef je vais au fourneau essayer d'en faire autant !!!Miam et merci de tes recette si chouette.

  33. Thank you for the coverage of Jennifer’s story. Love her more for every day as she grows and gives. She gives so much more than most of the world that has everything.An inspiration….I’ve been there from the beginning…and to see her now makes me love her more. She’s my HERO!

  34. CNN will soon regret that they're choosing the wrong side of the law. Fraudulently stating "facts" that they know to be untrue. It's a shame but hey that's life and they will pay the price. This I can promise you. And it's coming sooner than anyone realizes. If you haven't already, get that champagne bottle ready. Happy days are about to become a reality. 🙂

  35. Mark dit :Et comme on est déjà plus imposés et qu’on a moins de riches que les Américains, le Canada devra faire encore plus de gymnastique financière qu’Obama pour tout recoller quand ça va sauter.Ça serait drôle qu’on dépasse le taux de chômage et la population inactive des américains. On pourrait avoir une vraie société socialiste où l’état est le plus gros employeur

  36. è quello più bersagliato perchè il più diffuso, è ovvio che quindi risulterebbe meno sicuro comunqueCome disse una volta Attivissimo alla radio, “Microsoft inciampa un po’ perché cammina male, un po’ perché gli fanno lo sgambetto più spesso che agli altri”. 😉 P.S: Sono un programmatore che lavora sotto Windows. Eh, sì. Non che Linux non mi piaccia, ma sotto Linux non son mai stato buono a programmare! 🙁

Leave a Reply

Your email address will not be published. Required fields are marked *