What's the best way to protect your online reputation from negative feedback and reviews on social media?

First off, 24/7 monitoring isn't a suggestion; it's a requirement. Use cutting-edge social listening tools like Sprout Social or Brandwatch to track mentions, keywords, and hashtags relevant to your brand. Why? Because time is of the essence, people. Catching negative feedback early can help defuse situations before they turn viral. The key here is not just tracking but understanding the sentiment behind the chatter. Employ AI-based sentiment analysis to distinguish between a minor hiccup and a serious reputational threat.

It is important to learn/understand the difference between genuine negative feedback and trolling. If a customer gives you or your business a negative review, your reply must only address the facts in the review. As humans, we can let our emotions take control and reply with comments that only inflame the situation. An objective response using facts to refute the claims of the review will show you are not taking a "knee jerk" reaction to a poor review. We assisted a client recently who was unfairly criticised in a online review. The response was clear, factual & direct. This lead to the reviewer deleting their review and on their next visit to the business, apologising for the review.

Alright, so you've got negative feedback. Calm down, you're not canceled...yet. What you need is a tactical response. Turn a crisis into a learning opportunity. Thank the user for the feedback—yes, you heard me, thank them. This disarms people and shows that you're receptive to criticism. Next, resolve the issue transparently. If it's something you can fix immediately, get it done and announce it. If not, guide the conversation into private channels like DMs or email for resolution.

Any business should welcome reviews from their clients. We have recommended to our clients to ask their customer to post a review if they are able. We all read reviews of businesses we are considering using, but too often there are many more negative reviews. Asking happy customers to post a review can help redress the balance. A service I used recently asked me two questions when their work was complete: 1. Are you happy with the service we provide to you today? (We were very happy with their professionalism and price) 2. If you are able, can you please leave a review on Google? Very simple, very effective. I left them a review outlining their excellent service and kept their details to refer anyone who asks about this service.

Now, let's flip the script. You can’t expect positive reviews to just come pouring in without asking for them. Implement a post-interaction feedback loop. After a purchase or service call, automate an email asking for a review. If you know they had a positive experience, direct them to your Google or Yelp page. If it’s negative, funnel it to a customer service survey so you can learn what went wrong and fix it.

Social media is such an important tool for any business. With many platforms available, understanding the best one(s) to use can be a daunting. Part of our business is helping other businesses determine the best platforms to use and how to best use them. It sounds like a no-brainer, but many people still feel overwhelmed by the choices available. My first recommendation is to work out what message you want to deliver and where is your audience most likely to be active. This can take a little effort to work out, but it is worth the time taken. If you use multiple platforms, keeping the same look & feel is important. Use the same headline photos, profile pics, etc. This will set your SM up for success.

Your profile isn't just a bio and a photo; it's your brand's billboard. Make sure everything from your cover photos to your pinned posts is consistent and syncs with your brand's mission. Use AI-driven analytics tools to examine audience engagement with your posts. Do A/B testing to pinpoint what works, and replicate it across all platforms.

Steer clear from social media mudslinging. You're a brand, not a pundit. Stick to your domain expertise. Unless your brand specifically caters to political or controversial themes, just don't go there. Period.

Look, nobody enjoys getting called out, but instead of licking your wounds, analyze the data. Find out if other customers have the same complaints. If they do, you’ve got some serious work to do. Either pivot or make substantive changes. This isn't just about you; it's about the brand's long-term sustainability.

The digital world moves fast, and it's brutal. Your response strategy should evolve just as quickly. Keep iterating on your social listening algorithms, and keep your team well-versed with the latest crisis management techniques. And let's not forget, engage with your community proactively. Don’t wait for them to come to you with problems; ask them what they think could be better. This not only gives you invaluable insights but also shows that you genuinely care about customer satisfaction.