People are talking about your business online. Do you know what they’re saying? Online reputation monitoring is the best way to ensure that the chatter is accurate and positive. It can help you identify trouble early on, as well as let you know when things are going well.
When you keep watch over your online reputation you’ll discover positive stories to share when customers write glowing reviews. You’ll also discover any negative articles and content quickly so you can remove or address them. It’s important to monitor your online reputation with a variety of different channels. Don’t limit your scope to Google and Facebook. Be mindful of every social media site, complaint website, and even image search.
Sound exhausting? It can be. Read on to learn about the brand management tools and processes you can use to simplify reputation monitoring.
How to Monitor Your Reputation on Social Media
Social media is the new water cooler. People discuss everything on social networks, including your business. Whether they’re leaving Facebook reviews, sharing inspiration on Pinterest, or lodging a complaint on Twitter, customers are talking about you.
Consumers are turning to social media to connect with brands and high profile individuals more than ever. In fact, people now prefer using Twitter for customer service more than a company’s website.
You’ll need to monitor more than just your pages and accounts, but public mentions and comments also. Social media isn’t limited to what you share. What people say about your brand is important as well.
Social Media Reputation Monitoring Tools
- Keyhole: Keyhole is the ultimate resource for monitoring your social media and online reputation. Use Keyhole to easily monitor your brand across different social media platforms, and listen for both direct and indirect (‘dark’) mentions of your brand. Keyhole also monitors news articles, blogs, and discussion websites (like Reddit) and allows you to set up AI-driven Intelligent Notifications that immediately notify you if someone has made a negative post about your brand. Keyhole’s dashboard also gives you key insights into your audience, brand, and competitors, such as sentiment, trending topics, top users or influencers and much more.
- Mention: Monitor the entire social web with Mention, a service that monitors millions of sources in 42 different languages. The tool offers analytics, statistics, reports, and more, and you can respond to mentions without even leaving the application as well.
- Hootsuite: Hootsuite was made for social media monitoring. This tool allows you to monitor emerging trends, create custom conversation streams, monitor based on geolocation, and much more.
Monitoring Reviews for Reputation Management
Online reviews are great for companies with a strong online reputation, but a few complaints on Ripoff Report can really damage a brand. However, by actively monitoring on review sites, you can identify negative reviews and quickly take action. In some cases you may be able to work with the website to remove fake or negative reviews. If that’s not possible, you can always try to contact reviewers directly to make amends and request an updated review.
Don’t just monitor the big review sites, like Google, Angie’s List, Yelp and Trip Advisor. Look into niche review websites as well. Stay on top of them all by using the following review monitoring tools. They can even send you updates and let you know any time you get a new review.
Review Reputation Monitoring Tools
- ReviewPush monitors the most popular review websites each day. You’ll get an email alert each time someone posts a review about your brand. You can even use this service to ask for new positive reviews.
- Review Trackers helps you listen to what customers are saying online. This tool analyzes reviews from customers on Foursquare, Trip Advisor, Open Table, Google, and more.
- Chat Meter offers an easy way to monitor and respond to online reviews each day. It even looks at the attitude of the reviews your customers are posting and more.
Monitoring Your Reputation on Your Website
Often, the most trusted source of information about your reputation or the reputation of your business is your very own website, which you control. This is great news, as you’re in charge of this resource, and you can manage the information on it.
Of course, it’s important to get a handle on any user generated content to make sure things aren’t getting out of hand. Using a commenting platform like Disqus, you can get notifications for upvotes, comment replies, or new comments on articles so that you can stay on top of the conversation on your website.
Monitoring Your Reputation on Google
In addition to social media and review websites, your reputation exists on Google, which is basically the entire rest of the Internet. This includes blogs, news websites and even review websites. It’s tougher to pin down monitoring in this area because it is simply so large and spread out, but that doesn’t mean you can’t do it.
Monitoring online allows you to learn about new links, news stories, and more — and finding out right away gives you a chance to respond. Monitoring tools can let you know as soon as a webpage has changed, if there’s a new search result for your name, even if someone has used your image.
Online Reputation Monitoring Tools
- Google Alerts: If you use just one reputation monitoring tool, Google Alerts is the one. It will tell you about any new mentions of your name, your brand’s name, product names, and anything else you’re concerned about. Check out our guide to setting up a Google Alert for more.
- Google Autocomplete: Google’s autocomplete feature can say a lot about what people think about your reputation. When a name or phrase is typed into Google, the search box will automatically pop up with what it thinks might be what users are looking for. For a company, a bad autocomplete term might be “Your Company fraud” or “Your Company complaints,” but more positive ones would be “Your Company charity” or “Your Company new location.” To take a look at what Google thinks of your reputation, simply go to Google.com and start typing your name to see what pops up.
- WatchThatPage: Have a page about you that you’re concerned about? Set up a WatchThatPage alert to find out any time a page on the Internet is updated or changed.
Want more options? Check out this post on the best online reputation management tools.