Reputation management—especially online—is crucial for tracking customer experiences and influencing consumers’ perception of your brand.
Do you know what people are saying about you across multiple social media platforms? Stepping into customers’ shoes can have a huge impact on your
Effective social media monitoring can help brand managers find relevant customer conversations and use them to gain accurate insight into how to connect
with their target audience more effectively.
So, what should you look for in a good online reputation management (ORM) tool?
Getting down to basics
Online reputation monitoring means searching various online channels for conversations about your brand. Often, they reveal information to help you
understand what your customers are saying about your products and services.
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The process can assist brand managers in building trust with their customers. Machine processing is used to sort and
classify relevant brand content. Although it’s effective, it has certain drawbacks. For example, machines have difficulty recognizing instances of sarcasm,
mixed languages or certain dialects.
Want to ensure accuracy? Combine software against human insights. Where algorithms might struggle, people are able to cut through the complexity of online
conversations to provide greater clarity and understanding.
Why should you pay attention to ORM?
Online reputation monitoring can shed light on a campaign success, prevent crises from bubbling over and follow your brand’s social media engagement. A
customizable ORM tool can be a great asset.
is CEO of
crowd-integrated media analytics and insights organization.