"Every marketer needs to be on guard and ready to close even the most minor gaps that could impact a brands reputation"

In this digitalization, brands can easily market their products or services. With social networks or websites, every brand can reach potential customers from various circles. Plus, if you implement a marketing strategy using paid advertising, it is likely that the marketing process of a brand will be more effective.

Although it offers convenience, on the other hand, the digitalization also presents a nightmare for every brand, especially those that have not yet explored the digital world. Every second, customers can give feedback on a product on any digital channel, without any restrictions. It will be lucky if the feedback is positive or constructive, but it will be a disaster if the feedback posted is negative and full of complaints.

That's why, in the digital world, a brand's reputation is at stake. Every marketer must take care and swiftly close the slightest gap that has an impact on the fall of a brand's reputation. There are several ways that a marketer can maintain brand reputation in the digital world, as follows.

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Actively Monitoring Conversations in the Internet

Paying attention and listening to customers on the internet is a key thing that a brand needs to do. Otherwise, as already mentioned, it will have an impact on a brand's reputation. Remember, one bad conversation about a brand, it will easily be spread by other customers, which will affect the purchasing decisions of potential customers.

Moreover, as mentioned by Trefler, customers in the digital world are customers with higher levels of knowledge and education, higher expectations, and more interested in values that emphasize customer experience. That's why, as marketers, we must monitor customer conversations in the digital world.

However, monitoring these conversations is not easy, especially if you do it manually. You can use digital listening tools to see the conversations that occur along with the sentiment generated. In fact, currently, many digital listening tool services are circulating and can be adjusted to your needs. However, Ripple10, which is a product of Ivosights, is the right digital listening tool for you to be selected.

Respond Quickly

After finding out negative comments about our brand, respond to these comments so that they do not spread quickly and are consumed by many (potential) customers. In addition to keeping the comments or complaints from spreading widely, a quick response to these complaints will also make customers feel cared for and result in good engagement.

If the digital listening tool is a platform to find out the sentiment towards our brand and competitors, we can also use a digital customer care platform to reach the entire conversation about our products and directly respond to comments from the platform. Sociomile, which is a digital customer care platform product, is an alternative for handling these complaints. By using an omni-channel system, Sociomile can respond directly to comments sourced from various channels more easily.

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Provide Interesting Content to Maintain Engagement

In order to maintain a brand's reputation in the digital world, activating all digital channels or social media is important. If there is a saying "don't judge a book by its cover", we should do the opposite: maximize the content or display on social media because it serves as a cover that will be judged by (potential) customers.

In addition to being active on all digital channels, create content that is interesting, relatable and creative. Content that contains these three things will be liked by consumers, encouraging them to share it to their social media accounts (so it has the potential to go viral). If that's the case, the engagement between consumers and a brand becomes stronger. This will have an impact on a brand's reputation.

In addition to the three methods above, there are basically many things that we can implement. However, if we manage to keep those three things consistent, a brand's reputation will always be maintained. For that, let's start to implement the three things above to maintain your brand's reputation.