The basis of online reputation is “listening before acting,” which is when a brand decides to embark on a 2.0 marketing strategy. Know how to manage customer complaints in a personalized and correct way successfully.
Giving support and knowing how to respond to customers’ demands is equally important. Therefore, work, training, community participation, digital identity construction, and the continuous vigilance of reputation through monitoring are vital.
Monitoring is one of the first steps in drawing up a social media plan. It is one of the parts to consider when deciding to participate in social networks or the Internet with a web page or a blog, since with this, a brand will be developed, generating an online reputation of all kinds—actions carried out in these media.
Today there are a variety of complimentary devices that can aid all little and medium-sized businesses starting in the internet marketing their brands and items, such as Google Alerts, ReputacionXL, Buzzmonitor, etc.
For example, we went on a trip and stayed at the X Hotel. Usually, when we return, we discuss that trip and that hotel with our acquaintances, giving our opinion of it and giving it a reputation. The difference is that this offline reputation has a limited reach due to the low number of views (only mine) and the downward sweep of the listeners (my inner circle).
On the other hand, in online reputation, many opinions converge, and its scope is infinitely greater. Therefore, online reputation monitoring is a digital follow-up whose objective is to analyze in a timely and regular manner over time the climate of opinion around a brand, product, or company.
An excellent corporate online reputation always has to deal with a social rumor mill, which can devastate a brand, company, or person. Criticism and comments affect any company, but it is more common to share the experiences lived with greater transparency in the tourism field.
While before, the comments were reduced to the closest circle, right now, the power of dissemination, with the entry of the Internet as a means of communication, knows no limits. That is why monitoring what is said about our companies is increasingly necessary.
One of the most critical points today within Online Marketing and its strategies is undoubtedly the monitoring of Social Networks, not only because of their importance for our business or company but also because of all the information we can obtain from the prior analysis.
The number of currently existing Social Networks also includes many tools capable of monitoring and measuring their presence in them. Some are very similar; slight differences characterize others, but ultimately, all yield a series of results that we must know how to analyze and interpret in order to draw conclusions about our actions or make decisions based on the results we obtain. Managing this entire universe of Networks is possible through multiple analysis and measurement tools.
