{"id":2147,"date":"2014-03-05T03:54:29","date_gmt":"2014-03-05T03:54:29","guid":{"rendered":"https:\/\/kvr.dishasingh.com\/blog\/2014\/03\/05\/twitter-online-reputation-management\/"},"modified":"2024-09-12T05:55:22","modified_gmt":"2024-09-12T05:55:22","slug":"twitter-online-reputation-management","status":"publish","type":"post","link":"https:\/\/kvrwebtech.com\/blog\/2014\/03\/twitter-online-reputation-management\/","title":{"rendered":"Twitter & Online Reputation Management"},"content":{"rendered":"

Thousands of businesses have now begun to allocate budgets for social media marketing campaigns. It\u2019s too hard to ignore these networks when you learn that a big chunk<\/a> of the total human population on the planet is spending several hours each week communicating, collaborating and hanging around there.<\/p>\n

While organizations (big and small) are spending heavily on social media marketing campaigns, what really terrifies them the most is \u2018loss of control<\/b>\u2019.<\/p>\n

They want to use Twitter for online reputation management<\/i><\/b><\/a> (one of the best tools, by the way) but they are also afraid of losing it out to disgruntled customers or some competitor aliases trolling around.<\/p>\n

\"Twitter<\/p>\n

In Good Old Days<\/b><\/p>\n

If your company pissed off a customer, she would write some angry letters to product managers or senior management and at most, phone a few friends and vent out her frustrations.<\/p>\n

\"Old<\/p>\n

That\u2019s all. No serious damage was done unless you were a small company having few customers in a closely knit community.<\/p>\n

What Happens Now<\/b><\/p>\n

If your company sells bad stuff (even for once!), fails to meet a customer\u2019s expectations or your support staff just tries to ignore her, she would post a Tweet, with your brand mention (and a potentially viral tag, if she\u2019s a little creative) or do so on Facebook, LinkedIn and other such networks.<\/p>\n

\"Negative<\/p>\n

The result \u2013<\/b><\/p>\n

the message gets passed on to hundreds of people in the first go. If few of these people agree, it gets furthered shared on the network and there it is \u2013 an online reputation disaster in making!<\/p>\n

Customer dissatisfaction gets known to a wider audience in almost no time and once your competitors lay hands on a dissent note on Twitter, Facebook, YouTube or elsewhere on the web, you can imagine well what they might possibly do with it!<\/p>\n

Managing Online Reputation in the Age of Social Media<\/b><\/p>\n

How can you as a company respond to dissent notes from customers?<\/p>\n

\"Social<\/p>\n

Img Credit: <\/b>AT&T, Forbes Managing Brand Reputation Online<\/p>\n

To begin with, a customer <\/b><\/p>\n

    \n
  1. 1.\u00a0\u00a0\u00a0 <\/b>Can post a blog. Won\u2019t do any damage unless she happens to be having a huge audience already. If she posts on \u2018your blog,\u2019 your hardcore fans will come to your rescue. Only hardcore fans or haters read your company blog. That applies to even the tech giants such as Apple.<\/li>\n
  2. 2.\u00a0\u00a0\u00a0 <\/b>Can post a video on YouTube or comment on your YouTube videos. People don\u2019t respond to dissent notes so easily unless it\u2019s been done very creatively.<\/li>\n
  3. 3.\u00a0\u00a0\u00a0 <\/b>Can post on your Facebook page. Your hard core fans are the ones who really follow your page. They will manage your online reputation (mostly.)<\/li>\n<\/ol>\n

    What\u2019s left? Twitter:<\/b>Take Preventive Steps & Adopt a Proactive Brand Management Approach on Twitter<\/b><\/p>\n

    For many reasons<\/a>, Twitter is a perfect tool for managing brand reputation online. Here\u2019s a compilation of useful tips on how to prevent an online reputation disaster:<\/p>\n

    1. Listen to everything good and bad<\/b> \u2013 Use online tools to monitor what people are writing about your brand and products on Twitter.<\/p>\n