Damage control is the name of the game in this world of social media. Of course, what is even better is preventing damage from ever happening. With the right online reputation management strategy you can do both.
The best way to prevent damage is to interact. That is, in addition to running your business as best as you can in an effort to make certain every customer has a pleasant experience. Interact with customers on social media. Encourage comments on your Facebook page, Twitter, your blog and you website. When they comment, respond. Run contests and offer fresh new content and discounts for those who frequent your sites in an effort to get them there regularly. The more you frequent your social media the more you are on their mind, and the more positive those online experiences are the more likely they are to result in sales.
This is huge. Respond to their comments both positive and negative. Give them opportunities and even incentives to offer feedback, and then use what you learn. If you are never on your page or never respond to comments either positive or negative, customers and potential customers alike will feel ignored. This does not help with sales. Most importantly, if something negative arises, make it right!
There is more to your online reputation than social media. Numerous review sites exist as platforms for happy and unhappy customers alike to voice their opinions. Set up alerts so that you know when you are mentioned and respond to each one.
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