What is Reputation Management?

Reputation Management is the process of controlling and improving how your brand is perceived by others.  Sometimes it is difficult for companies to protect their own image online. There are many reputation management services available, where you pay someone else to manage on behalf of you.

Two principles of any Reputation Management strategy

1. Monitor: Know customers, influencers, and competitors say about your brand.
2. Respond: Take active measures to develop a positive brand identity, and improve what people say about you.

Step 1: Monitor your Brand Reputation

The first step is the most important. Without this, you really can’t do the rest. This whole action plan is based on the premise that you hear what people say about you, and then you respond.
So, first, you need to listen.

What you monitor depends on where your brand is present. Do people talk about you on social media, on forums, or on review sites like TripAdvisor or Amazon? Do you even know?

Step 2: Devise a response plan

It’s all well and good to know what’s said about you online. In fact, it’s essential. Here we’re going to look at some best practices by Considering the following

• Who will monitor for comments and reviews?
• Who decides whether new comments require a response?
• Who knows what position the company should take regarding potential issues or questions?
• Who will deliver the response?
• Source: https://mention.com/en/blog/reputation-management-plan/

Step 3: Handle negative comments delicately

The gut response when you are confronting a potential PR fiasco is to react immediately. Sometimes though, it makes sense to step back and pause. While you may need to state something like, ‘We are looking into this’, it’s essential that you don’t get negative, attack your detractors, or in any capacity dissolve down. You likewise need to stay away from concealment.

Assemble more data before you begin reacting. Do it rapidly, and be prepared to react at the earliest opportunity, yet don’t react immediately, and make an effort not to go negative.

Responding also gives you a chance to clear the air 80% of unhappy customers were won over with the right response.
So what’s the right approach?
Polite. Professional. Friendly.

Step 4: Build on the positives

Just as you shouldn’t ignore bad comments, it pays to respond to good ones too. These are the posts that actually enhance your online reputation. Not only will you reward customers for saying nice things, you’ll encourage others to do the same.
Source: https://mention.com/en/blog/reputation-management-plan/

Some Best Tools to Monitor Your Online Reputation

1. Google Alerts
2. Social Mention
3. Reputology
4. Reputation Ranger
5. Rize Reviews