How to Manage Online Reputation for Brands and Companies

How to Manage Online Reputation for Brands and Companies

By Tabitha Mwai

We are living in a digital age where brands cannot depend solely on traditional ways of building reputation. Every single acts by a company including its employees, whether deliberate or not, good or bad could go viral in a matter of seconds.

There is no guarantee that your company or institution will not get negative publicity online. However, there are a few things you could do to keep your reputation at best:

  • Monitor what people are saying about you

Keep checking the internet to see what people are saying about you. This will give you a clue on how they relate to your company. Comments and insights will also help you evaluate your service and product delivery.

  • Interact with your audience
Use social media as a customer care and public relations tool. React promptly and appropriately to queries and concerns. Do not ignore any question unless it is an insult. Use the digital platforms to build a relationship with you clients and keep interacting with them. This does not mean you ignore critics, just make sure your response is polite.
  • Be open
Allow your employees to speak openly about the organization. However, let it be clear to them that, whatever they saw or do directly reflects on the reputation of the organization.
  • Deal with the sabotage

Look at activities that are damaging the reputation of the organization. At times you might receive criticism because of how you are handling your business. Be on the lookout. Other than that, activities by employees could be taken as insensitive to the public. Always ensure you keep training them on reputation management and dealing with those who damage your reputation.
  • Get professional assistance
Reputation is key in any organization and at times your online activities might not bear fruits. Don’t shy away from seeking assistance from a PR and Communication practitioner such as Digital Scroll Media. Remember, a good reputation can be blown up in a second!
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 Tabitha Mwai is a Content Creator for Digital and Mainstream media, blogger and creative writer.  She also offers training on blogging and Digital Media.  Tabitha is the Director of Digital Scroll Media.