Are you struggling to make sense of how to manage your brand’s reputation on social media? Managing the reputation of your business online is one of the most important activities you must do as a business. Social media provides companies with an extremely effective platform for communicating their messages, engaging directly with customers and followers, networking, and building relationships—all things essential for creating a good brand reputation. But it’s not always easy! Navigating the tricky balance between staying true to your core mission while embracing innovation can be challenging, especially when dealing with negative comments or criticism from anonymous users. To help you understand what it takes to develop and maintain a positive presence on social media platforms, in this blog post, Hugues Joublin outlines some key steps that every ambitious business should consider taking in order to ensure their brand has a solid footing in today’s digital landscape.
Hugues Joublin On How To Manage Your Brand Reputation On Social Media?
1. Monitor Your Social Media Presence – It’s important, as per Hugues Joublin, to keep tabs on what conversations are taking place about your brand on social media. To make sure you’re hearing the whole story, take advantage of listening tools such as Hootsuite and Twitter Search, which will help you monitor all mentions of your company name or keywords related to your business online. This is essential for gaining an understanding of how people perceive your brand so you can respond promptly with the right message if needed.
2. Engage With Your Audience – Once you’ve identified any negative feedback, it’s time to start addressing each one directly. Take time to think through how best to address each comment in line with your brand values and communicate back in a polite and respectful manner. Showing you care about your audience’s concerns will go a long way in promoting brand loyalty. Additionally, be sure to take the opportunity to engage with those who are praising and thanking your company, too – building relationships with your customers is key to maintaining a positive reputation.
3. Use Social Media For Customer Service – According to Hugues Joublin, keeping an eye on social media for customer service inquiries can be beneficial not only for resolving queries quickly but also as a great way to turn a negative experience into a good one. To do this effectively, it’s important that you respond promptly and keep up the conversation until the customer feels satisfied with the outcome. In addition, if someone has written something positive about you or shared something interesting, be sure to encourage them by showing your appreciation. This will only add to the good reputation of your brand.
Statistics and Real Life Example
Statistic 1: According to a recent survey, 65% of brand reputation incidents occur on social media. These incidents can range from bad reviews and negative comments about the company online to customer service issues or even security breaches. As such, it’s essential for businesses to stay vigilant in monitoring their presence on social media platforms and responding quickly to any potential issues that may arise.
Statistic 2: A different survey revealed that 74% of consumers had used social media when considering making a purchase decision – this means that companies need to ensure they are taking the necessary steps to ensure their brand has a positive impression on these platforms. From actively engaging with customers and followers to creating positive content and responding promptly to any negative feedback, managing your brand’s reputation on social media is an essential part of any digital marketing strategy.
Statistic 3: In addition, an impressive 90% of customers trust online reviews as much as personal recommendations when making decisions about what product or service to buy – this highlights how important it is for brands to take their online reputation seriously and pay close attention to what people are saying about them online.
Real-Life Example: Take the example of Amazon – in 2018, the company experienced a surge in negative reviews after introducing its Prime delivery service. To address this issue head-on, Amazon took a proactive approach and set up dedicated customer service accounts across various social media channels so they could better respond to customer queries and complaints in real time. By proactively monitoring and responding quickly to any potential issues, Amazon was able to effectively minimize the potential damage of these negative reviews and restore its reputation with customers.
Hugues Joublin’s Concluding Thoughts
In summary, managing your brand’s reputation on social media, according to Hugues Joublin, is an important part of growing and sustaining a positive presence online. By monitoring mentions of your business regularly, engaging with your audience, and using it as a platform for customer service, you’ll be well on your way to promoting a positive image for your brand.