In an era where social media has become a staple, it’s almost impossible to avoid seeing a negative comment about yourself or your business online.  Even unfavorable feedback can stand out in a sea of positive comments on Facebook or Twitter. In fact, a recent study by BrightLocal found that 91% of consumers age 18-34 trust written online reviews just as much as they trust recommendations from a friend.  Further, 57% of consumers won’t use a business that has fewer than a 4 star rating. 

With your social media reputation on the line, how exactly do you know what people are saying? More importantly, how do you properly maintain your social accounts and respond to questions or concerns by your customers? 

Here are 5 key guidance points to managing your social media reputation for your business or brand.  

Keep social media profiles current

Having updated and positive social media profiles, blogs, and author accounts will solidify your reputation as an expert in your field and maintain and grow your audience. It will also help keep those assets holding their positions in search engines.

Use reputation software

Reviews are an essential part of each and every business plan. That’s why reputation software offered by reputation management companies is ideal for improving your ratings on Google, TripAdvisor, RateMDs, Facebook and many more industry specific reviews websites.  The software will segregate your reviews so that the negative or neutral reviews will come to you first to help resolve the problem quickly. The best strategy to avoid getting a negative online reputation is to get in front of the problem and turn angry customers into advocates.

Focus on engagement

Social media engagement works both ways, so it is important to engage with your customers and listen to what they have to say.  If a customer does leave a review, whether it’s positive or negative, it is best to respond to them as soon as possible. If someone is posting a negative review, try to provide clarity or a resolution to the problem. 

Encourage more reviews

By asking your followers or customers to post a social media review, you have the opportunity to increase your online reputation. Provide the easiest avenue possible to your most sought-after review sites. Clickable images and links in posts requesting reviews can all work to your advantage.

Business owners can talk to their marketing team to see how they’re offering reviews within online receipts or post-purchase emails. Even though you may be apprehensive about asking too much of your customers, it’s still important to encourage them to rank or review your product or brand.

Track your competitors

One of the most important steps to creating a competitive social media strategy is to track the competition.  Find a similar businesses’ social media page and ask yourself the following questions:

  • How often do your competitors post updates? When do they get engagement?
  • Do your competitors use images, video, or other media in their updates?
  • Do your competitors share their own content and/or content from other industry news sites and blogs?
  • How do your competitors respond to feedback and reviews?

While you will gather valuable information in your initial competitor research, you will want to make sure you are monitoring them on a regular basis.  Regardless of what your competitors are doing, always be diligent at responding to your audience and take their feedback seriously.  

Remember, managing your social media reputation can be streamlined with the help of a reputation management company.  Their managed services can help you establish the first impression you deserve and help you navigate your social media reputation with confidence.


Matt Earle

Founder & President

Matt Earle, Founder of Reputation.ca, is a leading Canadian expert on online reputation management with over 15 years of hands on experience working in the space. Mr. Earle’s educational background includes an H.BSc from the University of Toronto and certification as a Google Professional. His expertise has been acknowledged through national television appearances on CBC, PBS and CTV, being a guest host on CBC radio, and numerous quotes in print and online media.