Select Page

Protecting Your Brand Reputation on Social Media

by | Jun 11, 2021 | 0 comments

There are over 4.2 billion active social media users which is around 53.6% of the global population.  Social media helps businesses find, connect, and interact with their customers.  They greatly help companies grow their customer base.  However, in social media customer feedback (negative/positive) can turn viral and be seen by millions of people in a matter of minutes. Though stories of brands going out of their comfort zone to make customers happy do gain attention, it is mostly the barrage of negative sentiments or feedback that often becomes viral.

So, in the age of social media, how can you protect your company’s reputation?

Here are 5 ways:

Respond in Time

In the event of a fallout with customer sentiments, brands need to develop a habit of responding to criticism or feedback rather than keeping quiet. Silence is not a virtue in the virtual world as it results in negative feedback gaining more credibility and reach. People do not wait for factual evidence to come out, they react based on assumptions. So, the first thing to do when negative feedback is being circulated about your brand on social media is to respond to it.

Be Accepting and Professional about Negative Sentiments

Accept negative feedback as an opportunity to help your customer, be courteous and professional in your interactions, and improve your product or service from such feedbacks.

 If the negative feedback turns out to be fake or malicious, you can present your case in the same forum with evidence to the contrary.

Have a Crisis Communication Plan

Keeping a set of positive response quotes that can be generically applied to negative social media sentiments can be handy as the first line of response. Also ensure that the right personnel are assigned to quickly handle situations on social media with the right response and prevent further escalations.

brand reputation on social media

Translate Feedback into Action

The critics that bashed your brand online can be your brand ambassadors.  Take their feedback, identify how to incorporate it, and portray the results on social media along with an appreciation to these folks who helped you improve.

Stay Neutral on Highly Sensitive Domains

Brands often gain widespread publicity for supporting or standing up for causes. While doing so it is wise to stay away from highly sensitive topics like politics or religion which can drastically impact your business by turning away sections of your customer base with hurt sentiments.

Social media can make or break a brand in no time. While it is nearly impossible to avoid negative feedback on social media platforms, these 5 tips can certainly help you preserve and improve your brand reputation on social media.  ‘If you are looking at partnering with an ORM company that can do all this and more for you, please drop us a line.


Leave a Reply

Your email address will not be published.

about us

AiPlex was established in the year 2003 and is currently one of the most respected Online Reputation Management, Content Protection, and Digital Marketing Solution companies.

Recent posts

9 Effective Strategies to Market Brand Rights Enforcement Services
9 Effective Strategies to Market Brand Rights Enforcement Services

Enforcing brand rights includes protecting copyright, trademark, wordmark, logo, etc. and is very critical for brands and businesses. Typosquatting, cybersquatting, fake ad campaigns, SEO, etc., are some of the methods that fraudsters use to mislead customers.  Fake...

A Must-Have Guide for Online Crisis Management
A Must-Have Guide for Online Crisis Management

As of January 2024, there were 5.35 billion internet users worldwide, which amounted to 66.2 percent of the global population. Of this total, 5.04 billion, or 62.3 percent of the world's population, were social media users-Data Courtesy Statista Social media platforms...

How To Remove Negative or Defamatory Content from Google?
How To Remove Negative or Defamatory Content from Google?

Your online presence plays an important role in shaping your online reputation, but what do you do when unflattering, inaccurate, sensitive personal, outdated, or defamatory information appears in Google search results? I am assuming you would want to remove it!...

Pin It on Pinterest