5 Practical Ways of Monitoring Your Brand’s Online Reputation
“People look at your brand’s voice as a true representation of its heart and soul.”
- Lori Randall Stradtman, Online Reputation Management for Dummies (www.social-media-design.com)
Brands with positive reputations attract more customers, have longevity and deliver higher than normal ROI to organizations. Many brand management teams pay a lot of attention to their customers’ feedback in direct interactions, but most neglect to proactively manage their brand’s online reputation.
When a crisis erupts all of a sudden, such teams are caught off guard, and then it becomes an all hands on the deck situation. To avoid going into the crisis management mode, marketers need to become better at proactively monitoring their brand’s online reputation.
Here are five practical tips and resources for tuning into what your customers and competitors are saying online about your brand.
1. Identify the keywords people are using in reference to your organization, events and the industry at large.
2. Search regularly on Google and Bing for your brand names and important keywords to keep an eye on what is trending.
3. Set up real-time Google Alerts to monitor keywords which your audience uses frequently to find your brands, events, web resources, industry news as well as members of your team.
4. Use services like Hootsuite or TweetDeck to monitor your hashtags, and respond to customer complaints and issues quickly.
5. Monitor online stores and review websites to look out for negative feedback from users of your services.
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