Tweeting Your Way to a Good Online Reputation
At Hudson Business Solutions we see companies struggling everyday to monitor and protect their online reputation, particularly as it is related to social media. It can be difficult to discover what customers are saying about you and how your company is viewed in online circles, and learning how you can make improvements to keep your customer base satisfied.
Enter Twitter. Perhaps the best source on the Internet for finding out exactly what customers are saying, this social network rises above all others for tracking your online reputation. Tweets are generally publicly viewable, and the social network generally tends to thought leaders and influencers in almost every industry. Below are Hudson Business Solution’s tips for leveraging Twitter to protect and manage your online reputation.
Get Active on Twitter
Step one might be obvious, but you would be surprised at how many companies are yet to embrace Twitter and what it can offer, including a wealth of information about what people are saying about your company, as well as an avenue to communicate with customers, potential customers, and industry thought leaders.
When a potential crisis comes up, it can be easy to want to ignore it and to hope that it will just die down and disappear. Have a system in place to evaluate and respond to negative commentary on social media. Determine who is responsible for managing social media crises, and make sure that person is prepared to quickly and effectively respond to what people are saying. Beyond responding to direct mentions and private messages, actively monitor Twitter search feeds for your brand name and product names.
Time and time again, companies are able to not only save face, but actually receive positive media by responding to negative commentary or customer complaints in an honest, helpful way. When customers are dissatisfied, apologize to them sincerely, and see what you can do to make their experience with your company better. Every negative review is an opportunity to wow your dissatisfied customer with caring and empathy.
Go Above and Beyond
At Hudson Business Solutions, we believe that the real power of Twitter is that not only can you wow one customer with your actions, but because of the public nature of Twitter and the viral power of social media, your truly outstanding customer service efforts can be seen by millions. Consider going above and beyond for your customers once in a while, and your online reputation will be boosted by not only tweets and retweets about your actions, but blog posts, social bookmarking threads, and all sorts of exposure via social media. Consider Morton’s Steakhouse, which had an employee meet a loyal customer at an airport with a Porterhouse steak after he jokingly tweeted at the company to do just that. Cost of the steak? $100. Publicity (and links!) gained from their actions? Priceless.