Online reputation management is a specialized field. Experts in this industry have to well-versed in the practices and trends of the internet. Because you are dealing with the reputation of a brand or company in such cases, the risks are quite high. You have to be highly skilled in your job with a broad outlook.
Moreover, you have to know which tools to make use of in certain cases and then make optimum use of them. Most online reputation management team do not make the cut. Here are the top 5 mistakes committed by online reputation management team:
1- Aloofness: Most online brands and companies remain aloof or indifferent in the face of criticism. They feel that a handful of disgruntled users will not be able to dent their brand image. That is a perfectly wrong notion. With the internet, you can never say when something goes viral. Online reputation management teams must be awake and alert to any negative criticism that surfaces.
2- Overreact: Most online users who complain about your brand or customer service are probably not happy with some minor problem. As an online reputation management team, you must not overreact. A simple prompt solution can resolve most matters. Reach out to your unhappy user and offer him the solution he’s looking for. More often than not, he will be happy and take down his negative comments.
3- React Judiciously: A common mistake among online reputation management teams is that they are not judicious in their reactions. Outlandish or outrageous comments do not warrant a reply from your brand. In fact, if you join such discussions, you will attach value to an otherwise forgettable and dead topic. The moment you step in as the voice of a brand, matters escalate. You have to be very careful about reacting to negative criticism. Online users know which comments require their attention and which ones never stoke any fire. You have to be a similarly good judge as a reputation management team.
4- Be Dumb: Online reputation management teams have to be vocal about the good and positive aspects of the brand. You have to keep writing about the brand from an optimistic, positive outlook. It is a grave mistake to only think about combating negative press and remain silent about the positive work done by the brand. If you have gone out of your way to help a customer, tweet about it. If you have solved a critical problem, let that be published on your Facebook page. Be proactive, not only reactive.
5- Spread Out: Online reputation management teams cannot afford to be myopic. You have to spread out your message across the online platforms. The wider you reach out, the more customers you can engage with. You need a thorough knowledge about online tools and trends, not to mention the platforms in vogue. You have to know where your target audience might be hanging out and sharing their views about your brand. Be there and follow the discussions. That way you can instantly respond to a crisis.