The Benefits of Social Media Reputation Management

Where there are people and businesses, there is also reputation. Reputation determines the social standing of a person or business in society. For businesses in particular, it is extremely important to have a positive reputation because it can drive sales and increase customer loyalty. A good reputation is not easy to gain, especially after a damaging blow, which is why a brand must incorporate an effective social media community management into their business to ensure consistent efforts and actions are taken. In other words, a brand’s reputation may be positive or negative at the moment, but it can always be rewritten. 

What Is Brand Reputation Management?

Brand reputation management is the process of monitoring how the public sees the brand while continuously influencing their perception for the better. Keeping an eye on the public’s perception may sound tedious to some since opinions tend to change, but in the world of business, reputation is everything. It takes years to build a positive opinion but only minutes to completely lose numbers of customers. This loss can be eased with the aid of brand reputation management, as it has the ability to control a brand’s narrative. 

Small businesses may believe that due their size, they don’t need any brand reputation management as of yet. However, that is false; even local businesses may face reviews or events that can put the brand at the center of conversations. It is important that companies of all sizes incorporate a social media community management team to address any incoming issues, whether big or small. 

Keeping & Attracting Customers

Once a brand is well reputed, the business will have an advantage over their competitors. Customers and clients will stay loyal to the company, knowing that their products and services have and will continue to satisfy their needs. Additionally, by word-of-mouth from those loyal customers, more will be attracted to a brand who already has a good standing in the industry. After all, trust is a key factor in any relationship. 

In order to ensure that a business maintains this trust with their customers, in addition to a reputable name, a brand community management team must incorporate strategies and content that is accurate and consistent to their brand’s character. Conversely, if a brand posts content that is inconsistent or is false information, it can affect their credibility. 

GoodRx is a medical service company and a client of Bright Age who frequently shares original articles on their Facebook and Twitter pages. Although they’re known for finding the best pharmacy coupons and deals to save money on prescription drugs and other medical costs, another main mission of theirs is to inform their readers about their health. This consistent character, to help others regarding their health, builds credibility within trust and an increase in reputation.

Customer Experience & Support

In order to preserve and improve a brand’s reputation, social media community management teams must also focus on their business’ customers’ experiences and collect feedback. This is a given to improve their services as well. When customers feel like their voices are being heard, their thoughts about the brand increases positively, leaving a trail of good seeds planted around on the Internet. 

The transport company Uber, for instance, is famously known for mastering their customer experience. The customer service team identifies any problems in their consumer feedback data and readdress it with solutions to improve their service. Additionally, Uber wants their commuters to feel safe when entering the vehicle because at the end of the day, it is still a stranger’s car. To foster this trust, commuters are aware of their driver’s name, the make of the car, and the driver’s ratings. It also works both ways; the drivers, too, are aware of a user’s rating and are able to cancel on those with poor ratings. With this foundation of trust Uber has built into its system, satisfied drivers and commuters are more likely to use the service again, providing Uber a reliable revenue stream. 

Maintaining Sales

Social media reputation management teams can also help preserve and increase sales by taking care of a brand’s reputation. As mentioned before, it takes constant effort to build a positive opinion about a brand from the public, but only a matter of minutes before losing customers. With a management team, sales are able to increase while the reputation does as well. Additionally, companies with high reputation can use this to their advantage by increasing their prices. Due to their high reputation, their loyal customers are willing to pay the price of the product no matter how much it is marked up. 

Social Media Community Management

A social media community management team is an essential to businesses, especially if they want to market towards the new generations today. Building a reputation may take years to do, but with a team who puts in the constant effort to strengthen a brand’s positive image, the business’ goal will eventually be achieved. Bright Age works with all sorts of brands, including GoodRx, Galaxy Theatres, and more. Sharing our ideas and content for your social media page in order to increase your reputation is what we do best. Reach out and request a consultation with Bright Age today to complete your goals!