Do YOU know what your customers are saying about you online? It seems that the frequency with which small and large business are coming under attack from negative publicity is increasing. Perhaps they appear to be increasing because they make the news and spread across social media rapidly. How about the thousands of small business and entrepreneurs whose story may not come to light quickly?
Managing your online reputation is one of the most important elements of online marketing success. Small business owners from all different types of industries are realizing just how much social media and online reviews can affect their ability to generate new customers, as well as keep their existing customers.
It’s important to keep track of what customers are saying about you online so you can manage your online reputation and adequately adjust elements of your company to better fit the needs of your customers.
But how do you do that when the world wide web is so huge? It can be a daunting task! The good news is that there are ways to acquire this information through current technology.
Here are three of the easiest ways to know what customers are saying about you online so you can gain control of your reputation:
Google has a powerful tool that sends you emails every time a new page or result is posted about you, your business, or uses certain keywords or topics. You can easily subscribe to Google alerts through RSS and track everything that comes up about your company. This will let you know when new information is posted that mentions your name, your company’s name (or any other parameters you setup), such new articles, press releases or reviews.
As I dug deeper into the topic of Online Reputation Management, I discovered that large chunks of the information released about companies, include small businesses, come on message boards. It can be difficult to manage the activity on forums and boards, however, there is help. BoardTracker is an application that was created to keep track of any mentions of your company on any discussion board or forum. This will allow you to address negative complaints or posts and to build a better dialogue with your customers.
Remember that huge ‘snafus’ can be avoided if customer concerns are addressed promptly and in the correct way.
Social Media Alerts
With the increase in social networks, many business owners are finding that these sites are some of the most influential when it comes to their online reputations.
To stay on top of what people are saying about your business on social media, sign up for alerts for each platform that has this feature. You can also use hashtags to see what’s being said about your company on social media sites.
These are just three starting points for businesses that are serious about getting to know what customers are saying about you online. Keeping track or monitoring is an important element, right after you assess what, if anything is already out there.
The TRUE value in staying on top of what is being said about your business lies in how you handle your findings. Will you take actions that will further improve your reputation?… or will you simply ignore them?
These and other points will be discussed during my interview by Gary Loper on Thursday, April 24th, 2014 at 1:00 p.m. To get the call details, register at http://ow.ly/vXCil. The title of the discussion is “Assess, Monitor, and Take Control – Strategies to managing your online reputation.