Online reputation management has been a very important issue for marketers and owners for a long time. Reputation is a key factor for success in online marketing. There are two main reasons which lie behind it.
First, you can get more visibility, traffic and conversations with a better reputation; you also gain access to higher authority publishers and more opportunities to promote your business and to work with other credible organizations. Second, and a little less positive, there are many dangers and dynamics in the online world: losing your reputation may occur within seconds following bad publicity, so you need to make a twofold effort to manage your reputation online.
Since the mobile revolution, the need to make this effort has spread to mobile as well. Furthermore, app owners and mobile marketers need to be much more proactive and speedy when they manage their mobile reputation than they do on the web, because it is a far more immediate platform. In that respect, here are some lifesaving tips for managing your mobile reputation. Let’s start!
Use Social Media Monitoring
Today, social media never sleeps; it’s alive 24/7. Your customers or potential customers don’t stop commenting on your posts or posting on your pages when you leave your desk at 5 pm. This limitless interaction with your customers sounds great, but it introduces great risk at the same time. While controlling it gets harder day by day, if you can manage it well—supported by some monitoring and moderating tools—social media is a great chance to reach large numbers of people and segmented audiences as well. Don’t miss out protecting yourself from any threats like activist attacks, legal issues, trolls, bad words, etc.
Appreciate and Encourage Feedback
Feedback is a great way to hear customers’ voices and understand their brand experience well. Care about encouraging them to give feedback—not only about your brand itself, but also their experience with other brands. Another important point is negative comments. Don’t delete or ignore negative feedback about your brand. Instead, connect with them quickly and work on the problem. You can use in-app messages, or ratings & reviews to get insight from customers.
Interact with Your Customers
Demonstrate your absolute care for your customers! Engage with your customers and prospects, not only on social media, but via email marketing and other communication channels as well. Do not only listen to them; besides understanding their expectations, be proactive and ask questions to advance your knowledge of their requirements at the same time.
Follow the Agenda and Trends
If you don’t know what is going on in the world today, or you ignore it, you may lose your reputation within only a few seconds. Think about it: say there is a very big piece news which has fallen like a bombshell in your country or across the world. Let’s say it is bad news. You cannot continue with your routine marketing activities on mobile. You should take the customers’ pulse and define your next step in the short term. Also, you should follow the trends for your brand, platform or sector to stay hot and find your customers’ best mobile moments, in order to target your real time marketing activities and manage your reputation as well.
All in all, managing your mobile reputation is not so different from other platforms, but you have to take into consideration some features of mobile, like the instantaneousness and being awake 24/7. You should follow almost a purely customer-oriented strategy when you manage your mobile reputation because of its dynamics. Besides, don’t forget that both mobile trends and the agenda may change quickly. To protect and maintain your mobile reputation is momentary as well as long-term.