Hello there! As a digital marketer, I understand the importance of having a good reputation online. Online reputation plays an integral role in customer acquisition and retention, which in turn can impact sales and revenue. However, with the rise of social media, it has become challenging to monitor and control the feedback that customers leave on various platforms. To help you with this daunting task, I have compiled a list of tools and resources for monitoring and mitigating negative feedback online. 😊

Google Alerts 📩

Google Alerts is a free tool that allows you to monitor any topics or mentions of your brand name online. You can set up alerts for specific keywords that relate to your brand or industry, and you will receive a notification when those keywords are mentioned. Google Alerts is beneficial in tracking both positive and negative mentions, giving you an opportunity to respond and rectify any issues.

A screenshot of Google Alerts Settings page

Social Media Listening Tools 📊

As you might already know, social media platforms are a great way to connect with your audience. However, with a wide range of audiences, comes a wide range of opinions. Social media listening tools like Hootsuite, Mention, and Brandwatch not only allow you to monitor all mentions of your brand in one place, but also give you an insight into the sentiment of the feedback. Consistently monitoring social media platforms allows you to quickly respond to any negative feedback, which can ultimately turn a negative review into a positive customer experience.

A screenshot of Hootsuite and its social media monitoring capabilities

Third-Party Review Sites 🌟

Third-Party review sites such as Google My Business, Yelp, and TripAdvisor have significant impacts on customer behavior. Consequently, it’s essential that you monitor these platforms to ensure your business and brand reputation is positive across the board. These platforms offer a way for customers to leave reviews, and while most of them will be positive, some of them won’t be. The trick is to respond to each review in a timely and professional manner, regardless of whether it’s positive or negative.

A comparison of Yelp and Google My Business review platforms

Social Media Policies 📜

As a business owner, it’s essential that you have a set of social media policies and guidelines to ensure that your employees understand their responsibilities when representing your brand online. Having policies in place sets clear expectations and helps mitigate negative feedback before it becomes a significant issue. These guidelines should cover everything from how employees should engage with customers, how to respond to positive and negative feedback, what information can be shared online, and when it’s appropriate to seek assistance from a manager.

A screenshot of an employee social media policy

Online Reputation Management (ORM) 🛡️

ORM involves monitoring online networks to understand and influence what people think about your brand or business. With ORM, you can track what people are saying about your business on social media platforms, blogs, news outlets, and forums. This approach aims to influence the public’s perception of your brand reputation positively. ORM involves a combination of traditional public relations, social media monitoring, and search engine optimization (SEO) strategies.

A diagram that explains the components of ORM

In conclusion, managing your online reputation is essential in this digital age. These tools and resources can help you keep track of customer feedback and respond accordingly. Remember, addressing negative feedback in a professional and timely manner can turn a negative experience into a positive one. 🌟👍🏻

An illustration of a computer with a happy face and a thumbs up representing the positive results that will come from using these tools and resources