Your brand is a story unfolding across all customer touch points.
Jonah Sachs
Nowadays, people can easily judge you based on your Facebook page, and the same goes for your company. You can post a picture of you saying you’re a saint, but someone that knows you can just comment that you’re straight up lying. And who will people believe?
Think of your Facebook page as a virtual reception of your brand, where potential clients peek and make a judgement of your brand based on what they find. But what exactly do people look at? The reviews and comments are more influential than what you as a company post because, of course, brands will always say good things about themselves.
In this blog entry, we’ll focus on the two main types of people that can give an influential opinion about your brand to others.
- External. The first ones are clients or other people that came in contact with your brand, service or product and has something to say about it, be it positive or negative.
- Internal. The other type is a collaborator of your company, be it a former collaborator or someone still working for your business.
Reviews
People tend to trust the opinions that come from outside of your company, since they have nothing to lose for being honest about it. Be thankful for the positive reviews but be wary of the negative ones. We all make mistakes; you can’t expect to have only good comments on your reviews. The problem begins when they are recurrent.
Imagine scrolling through reviews and looking at something like: “I can’t believe they take SO LONG to bring my order, horrible place, never coming back, NEVER”.
Sensitive people will understand mistakes happen. Nonetheless, bumping into other 3 reviews like that will make you think that maybe there’s some truth in those comments. Let them know you’re working on it, and really do! Otherwise, negative reviews will keep coming in.
On the other hand, this only helps in public forums and social media where they’re talking to you, as a brand. What about the private groups and websites where the personnel of your business can express their critics strongly?
Social Media Reputation Management
Photo by: vectorjuice
Companies are not safe from ignominy, that is why they must hire community managers to control the hordes of possible attacks from the famous trolls or negative reactions towards the company on the internet, as well as to keep a good public image for your brand.
Social Media Reputation Management (SMRM) is a new program of Technology HUB, which main objective is to give clients a clear understanding of people’s opinion of your company, be it a client or a collaborator.
For instance, in Ciudad Juarez the employee turnover is a problem that many maquilas face. SMRM makes companies understand what the main concerns or main reasons are for leaving your company within your collaborators, that way the company can fix the problem and retain talent.
The result of the investigation made by the SMRM is a detailed report of the complaints they have of the company, like their environmental impact, their recruitment process or even the treatment collaborators get.
If you’re interested in finding out what they say about you online, get in touch with us, we can help!
Cover Photo by: Photoroyalty
