Brand Reputation Management: A Guide To Get Organized

Include details about how an item works, how it’ll help in consumers’ daily lives, and the results that it will provide. Featuring visual UGC, reviews, and questions and answers helps shoppers make quick (but well-informed) decisions and inspires loyalty. The tools can help brands collect reviews and other user-generated content (UGC) like photos and videos. To excel in public relations, proactively engage with the media, build relationships with journalists and influencers and craft compelling stories that highlight your unique value proposition.

Track Online Conversations And Brand Mentions

A successful business isn’t just about pleasing customers—you need to factor in employee happiness, too. This information can be valuable for benchmarking; you can see how sentiment changes Soltaros OÜ as you carry out your strategy. A crisis plan outlines how your business will respond in the wake of an unforeseen event. If listening data demystifies where you stand with your audience, then competitor data demystifies where you stand within your industry. Try Shopify for free, and explore all the tools you need to start, run, and grow your business.

For marketers managing dozens of listings, that level of consolidation is a huge time-saver. It also reduces the risk of missing negative feedback or delayed responses, which can damage brand trust. In today’s world, Reputation Management is not only for dealing with a crisis, misstep, or faux pas but is also essential for your brand’s ongoing survival. TOP helps companies analyze how they are viewed, monitor multiple channels, and engage in conversations that transform their reputation and increase positive mentions across all channels. Our team helps you respond quickly and confidently to every situation that arises and mediate potentially negative reviews or feedback before it spirals into a larger threat.

A strong brand reputation doesn’t happen by accident—it’s the result of consistent effort, alignment with core values, and attentiveness to public perception. Truly effective online reputation management isn’t about reacting to viral news cycles and poor reviews. A great ORM strategy builds a fortress around your brand image to protect it for the long-term. Social media accounts are invaluable to brand reputation management.

Why Is Business Reputation Management Important?

What stood out most in user feedback was how seamlessly SOCi combines social media and reputation management. I came across many reviews from teams that rely on SOCi to post content across Facebook, Instagram, and Google while also managing customer reviews from the same place. Review response, post scheduling, and brand listening, all handled through a single login, definitely reduces the mental load. One of the strongest points that stood out during my evaluation was how Birdeye brings all review activities into one place.

• Consistent messaging, visuals, and service reinforce brand identity and reliability, strengthening reputation.
• The company created a dedicated support Twitter account which interacts with the customers almost in real-time.
• Discover how to shape and safeguard your brand’s image to foster trust, boost visibility, and attract top talent in this article.
• The better your employees feel supported and proud of their work, the more positive influence it can have on your overall brand reputation.

While some reviews praised SOCi’s responsiveness, others described long delays or unresolved tickets. It seems that the quality of support can vary quite a bit depending on the issue. SOCi combines social scheduling, review response, and basic performance tracking into one dashboard.

They have long been one of the most well-loved brands, adored by children and adults alike. A brand that has a consistently bad reputation is Shein, the Chinese fast-fashion giant. They’re universally known for extremely poor quality, inconsistent sizing, stealing other brands’ designs, slow shipping, and non-existent after-sales service. Brand reputations sustain the most damage when smaller issues go unaddressed and chip away at their image, eroding their reputation.

This is a lesson that every business, big or small, should keep in mind when debating the merits of a PR team. You can’t predict future events, but having a process ready to help you stay prepared for any challenge is truly invaluable. If you want your brand to be perceived as professional and straightforward, make sure your visitors’ experience is too. For example, you might want to double check that there are no spelling errors or grammatical mistakes.

You can’t address your reputation if you don’t know what customers are saying. These days, with consumers always-on, you can’t ignore your brand reputation. Taking the opportunity to listen and respond to customers, in both positive and negative situations, is crucial for growth. Follow these steps, repeat them and repeat them again and again — brand reputation management is an ongoing process. Respond to positive reviews with a thank you and comment on a specific element from their review to personalize the response. Or take the opportunity to emphasize your brand pillars, like your brand’s commitment to customer service.

A few teams mentioned that the learning curve felt steeper than expected, with more frequent updates and new modules. More onboarding or in-platform guidance could make it easier to get the most out of the tool. While Podium gives you access to basic insights, a number of reviewers said they wanted more advanced filtering, performance comparisons, or export options. The current dashboards might feel too surface-level for teams trying to track trends over time or report back to leadership. One of Reputation’s standout strengths is its ability to centralize review management. Users consistently mentioned how easy it was to view, respond to, and analyze reviews from multiple platforms without jumping between interfaces.

You can send surveys or just monitor the issues your customers report repeatedly. For example, the score goes up if people are excited about new content and like it. But if people don’t like it and post a lot of negative mentions, the score can go down temporarily. Even if you aren’t that popular because you’re in a tough industry, it can be helpful to know just how much more likable you are than your competitor. So make sure you’re not just analyzing your own brand reputation; analyze your competitors’ reputations too.

I got the sense that the simplicity of the experience is part of what keeps people sticking with it. While users seemed to appreciate the platform’s all-in-one approach, some felt the cost was tough to justify if they weren’t using every feature. This was especially common among smaller businesses or solo users, primarily using it for communication and scheduling. It’s not that the platform lacks value; it’s just that the price-to-usage ratio felt a bit off for some teams. Some reviewers found it slightly unintuitive when trying to manage listings, customize reporting views, or track changes to rankings.

Customer satisfaction is everything when every customer can reach thousands of people with a single angry tweet or negative review. You can do this with the help of media monitoring tools like Brand24. They also add new styles daily and they market aggressively on social media, targeting a young and undiscerning audience preoccupied with overconsumption and keeping up with fast fashion trends. However, despite their bad reputation, they have grown to be the biggest online-only fast fashion brand. They have done this with a combination of clever marketing and extremely low prices. A search for ‘Shein reviews’ yields pages and pages of scathing, one-star reviews, and videos and images of cheap, ill-fitting items.

What also came through clearly was how much users relied on Thryv’s client communication tools. newlineThe built-in inbox, SMS support, automated reminders, and appointment confirmations were frequently praised. These features help teams follow up on services, request reviews, or reschedule appointments, all without leaving the platform. That kind of consolidation reduces back-and-forth and helps keep every customer interaction documented. Podium helps businesses connect with customers more effectively across reviews, text, and mobile channels. The platform leans heavily into conversational commerce and customer engagement, positioning itself as more than just a reputation management tool.

Below, we’ve listed some best practices to get your reputation management on the right track. That’s why reputation management should be included in every risk management framework. If you leave these things unaddressed, it can quickly ruin your image, with customers having less trust in your business and your brand visibility diminishing.