Getting started with online reputation management

Faith Ocampo Published on October 28, 2015

business-team-smiling-at-presentation-on-laptop
With the boom of social media sites in recent years, the term “reputation management” is now being used to mean “online reputation management.” As the ability to spread marketing messages is being transferred from business owners to customers through online communities, both small and large enterprises need to strengthen their online presence. Part of this is staying in the loop when it comes to what people are saying about their brand, products, and services.

To help you get started with handling your online reputation, we compiled a six-item checklist below.

1. Make a list of everything customers might mention online.

businessman-writing-with-pen-on-notepad-paper-next-to-laptop

The list must include your brand name, the people representing your brand, your products, and variations of these. Also take note of terms that may be misspelled. This way, you won’t miss any important conversations about topics that you should be concerned with as part of your reputation management.

 

2. Find out who’s talking about you.

female-business-executive-on-phone-call-using-laptop

Your community is composed of several smaller groups. Among them are your customers, bloggers and product reviewers, investors, journalists, employees, and business competitors. Basically, anyone who knows your brand to some extent can talk about you online. Categorizing them will allow you to come up with a unique online reputation management strategy for each group.

 

3. Identify your goals.

businessman-about-to-start-marathon-race-run

The basic, yet the most essential, purpose of monitoring your online reputation is to protect your company branding. It is, in some ways, a form of marketing, and it therefore should be anchored to your entire marketing strategy. Identifying how your reputation management efforts relate to brand promotion as a whole will provide direction and guide your future decisions.

 

4. Determine the tools you must use.

businessman-employee-carrying-tool-box-in-front-of-head

You can either monitor your reputation manually or using a number of tools and applications. Manual monitoring is ideal if you ve just launched your business, which means you re still gathering attention around your brand. Free applications allow you to automate certain processes, but the functions are still limited. Paid tools, on the other hand, offer broader functionality and can provide detailed insights.

 

5. Build the right team.

creative-business-team-in-meeting

Online reputation management is a big responsibility. It s necessary to identify professionals with the right combination of soft and hard skills. Flexibility, being able to think fast, and attention to detail are some of the soft skills that would come in useful for this job. In addition, technical skills including familiarity with social media, knowledge about company branding and online reputation, and digital know-how must be required of community managers.

 

6. Respond to customers properly.

female-executive-in-phone-call-using-laptop

Perhaps the most important step in reputation management is responding to what people are saying about your brand online. Before you can do this, however, you have to know how to listen properly, understand people s feedback, make the necessary clarifications, and implement the necessary changes to your organization. Taken together, mastering all these things will allow you to provide better products and services to your loyal followers.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO Yesterday
The 𝗣𝗵𝗶𝗹𝗶𝗽𝗽𝗶𝗻𝗲𝘀 is a top #outsourcing destination. The country's capital, Manila, where Makati is located, houses most of the country's top 1,000 companies.
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's flagship center in Makati leverage world-class infrastructures and the nation's most expansive talent pool.

Our facilities in the Makati Central Business District offer scalable multilingual solutions for global businesses.

𝗗𝗿𝗶𝘃𝗲 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝘄𝗶𝘁𝗵 𝘀𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘇𝗲𝗱 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗶𝗻 𝗼𝘃𝗲𝗿 𝟯𝟬 𝗹𝗮𝗻𝗴𝘂𝗮𝗴𝗲𝘀: https://buff.ly/4e7eRln

----------
𝐄𝐱𝐩𝐥𝐨𝐫𝐞 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/4f22Mip
• Our Other Locations: https://buff.ly/4e68ej1

#WeSpeakYourLanguage
Open Access BPO Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗼𝗳𝗳𝗶𝗰𝗶𝗮𝗹𝗹𝘆 𝗸𝗶𝗰𝗸𝗲𝗱 𝗼𝗳𝗳 𝗶𝘁𝘀 𝘁𝗵𝗿𝗲𝗲-𝗺𝗼𝗻𝘁𝗵 𝘄𝗲𝗶𝗴𝗵𝘁 𝗹𝗼𝘀𝘀 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝘄𝗶𝘁𝗵 𝗮 𝗵𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝘄𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝗽𝗿𝗼𝗴𝗿𝗮𝗺 𝗵𝗲𝗹𝗱 𝗼𝗻 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟯𝟬, 𝟮𝟬𝟮𝟰.

Drop It Like It's Hot: The OABPO Weight Loss Challenge began with an early morning wellness session hosted by the outsourcing company's Clinic Services with guest speaker, fitness coach JR Madriaga. Both the morning and evening sessions were streamed online for those who could not be physically present.

After discussing the rules of the challenge and weigh-in schedules, Coach JR talked about some of the most effective methods of losing weight. He highlighted the healthiest ways for the participants to get their weight loss journey started.

A high-energy Zumba session soon followed the discussion. It not only served as a fun way to start the challenge but also emphasized the importance of incorporating physical activity into daily routines.

More than 80 employees from both Open Access BPO Makati and Davao signed up for the three-month weight loss challenge. The grand prize, originally P25,000, has since been doubled to P50,000, with the winner to be announced in next year's Kick Off Party.
Open Access BPO 2 days ago
Did you know that it's possible for you to connect with your Chinese #ecommerce customers even though you don't speak their language?

#CallCenter outsourcing can greatly help in atracting and supporting customers from this gigantic Asian market.
Here's how partnering with an #outsourcing #CustomerExperience procall center can establish these connections: https://buff.ly/3C8HG3G

----------
Whether it's Mandarin, Cantonese, or Hokkien, Open Access BPO's multilingual services are your best bet for an improved market presence in China: https://buff.ly/48uCcfp

#WeSpeakYourLanguage
#CustomerSupport #MultilingualCallCenter
Open Access BPO 2 days ago
𝐁𝐫𝐞𝐚𝐤𝐢𝐧𝐠 𝐛𝐚𝐝 𝐧𝐞𝐰𝐬 𝐢𝐬 𝐧𝐞𝐯𝐞𝐫 𝐞𝐚𝐬𝐲, 𝐛𝐮𝐭 𝐢𝐭'𝐬 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐬𝐤𝐢𝐥𝐥 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐦𝐚𝐬𝐭𝐞𝐫.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.
Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/4eaaJkD

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/4f3L4vd

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO 3 days ago
Our dedicated Xiamen and Taipei teams always go #AboveAndBeyond for our customers. To show our appreciation for their hard work, we spent during #CSWeek treating them to some fun and games at the office.

They even took part in the special video challenge to share how they show their dedication in customer service. And of course, they had a special dinner last Friday to close the festivities.

#WeSpeakYourLanguage
#CustomerServiceWeek #CSWeek
#OABPOCSWeek2024 #AboveAndBeyond
#CustomerServiceWeek2024
Open Access BPO 4 days ago
𝐄𝐥𝐞𝐯𝐚𝐭𝐞 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐛𝐲 𝐡𝐚𝐯𝐢𝐧𝐠 𝐡𝐢𝐠𝐡-𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐢𝐧𝐠 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐚𝐠𝐞𝐧𝐭𝐬 𝐢𝐧 𝐲𝐨𝐮𝐫 𝐭𝐞𝐚𝐦.

Learn about the crucial skills, traits, and mindset of these #CustomerService experts, key for exceptional #CX and sustained positive brand reputation.

Here are the types of high-performing customer support agents: https://buff.ly/40pii3K

----------
Outsource with us today and get a team of dedicated experts for your business needs: https://buff.ly/3C0mNHH

#WeSpeakYourLanguage
#CallCenters #CX #oustourcing