ECC ONLINE REPUTATION STRATEGY MANAGENMENT

• Step 1: Monitor your current brand reputation

Every good thing begins with an analysis of the current scenario. Tracking your brand reputation on the web is integral to any effective reputation management strategy. Start to monitor our online reputation on the:

• Social Media
• Review Sites
• eCommerce Sites 

• Step 2: Develop an actionable plan

The next step is to create an actionable plan to build or reputation. our team’s responsibilities should be distributed in your action plan.

Please consider the following:

• Who will track the feedback and reviews?
• Who will be in charge of whether fresh comments demand a response?
• Who has the expertise to determine the company’s position on potential problems or inquiries?
• Who will provide the answers?

assign the tasks into the following categories to our team based on the learnings from the competitor analysis and brand monitoring stage:

• Negative comments
• Spam remarks
• Fake comments
• Positive comments
• Business-related questions

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How to handle negative reviews?

• Don’t take negative reviews personally.
• Never overlook a negative review, as this will make things worse.
• As you speak on behalf of a company, be courteous in your responses.
• Quickly respond to negative evaluations but don’t always do so similarly.
• Ask the reviewer to get in touch to transfer the discussion to a private forum.

How to handle fake reviews?

• Keep yourself calm and try not to take the review personally.
• Try to have the review deleted.
• Even though you know the review could be fake, don’t respond that way.
• Ask the reviewer about their difficulties and for specifics.
• Be cautious of fake reviews. If you answer to some but not others, potential customers will think you’re a fraud.

How to handle positive reviews?

• Share excellent reviews on social media
• Thank them for sharing the review with gratitude.
• Address them by their first name, giving them a more personal touch.
• Be quick and clear with your reply.
• Promote the mission of your business.
• Call them to review, visit, or download your app for offers.

Remember that encouraging constructive feedback is essential to develop a solid reputation.

• Step 3: Monitor and control the reviews

We must have a system to keep track of and manage our  discussions while responding to reviews. You may employ review websites and tools in addition to our business’s website and social media accounts to keep track of all customer evaluations and brand mentions.

Start with one of the tools listed below and begin managing your reviews.

• ECC Reputation
• Mention
• Google My Business

• Track, react and examine online user reviews
• Response directly to reviews
• Review filtering and notification setting

By actively responding to reviews and postings, AI sentiment analysis enables us to raise our  customer retention rate and convert brand critics into supporters.

• Multiple sentiment domains
• Advanced filtering

Step 4: Measure your results

Last but not least, after implementing our reputation management strategy, we  should evaluate your success and continue to expand on your successes.

Having recognized the value of tracking your success, let’s focus on a few metrics you should monitor to gauge the evolution of our  brand’s reputation.

• Sentiment Analysis: It’s encouraging to see activity about your business on review websites. Knowing the percentage of it that is positive is preferable.

we will  analyze the reviews’ sentiment using reputation management tools. 

• Media and industry mention: If you’re getting more top-tier media mentions, you’re on the correct route. Industry leaders and influencers may tag your brand, influencing how people see your brand and boosting sales.
• Share of Voice: It compares your brand awareness to that of your competitors. You ought to see a noticeable change in this statistic over time.