Social media is empowering people and enterprises are achieving more with less, but the flip side is that with the continued growth of social networking, brands are more susceptible to reputational destruction. Hence protecting business digital identity is more difficult. Servion, a specialist in customer interaction management, offers tips as to how to enhance brand reputation.
With social media no longer being an option but a compulsion, the whitepaper cautions companies against diving blind into the social media world. Companies first need to define their goals and create objectives that help measure and monitor progress. It’s not easy to develop a social media strategy across different platforms and keep customers duly engaged across all of them. Hence, care must be taken to select the best social media platform for the business.
The whitepaper notes that while picking the right social media tool is important, there’s no way anyone can tell which one that is without trying it out. It’s like starting a new diet and giving it up without finding out whether it works. So stick to a tool, play around a bit and then after having given it enough time, companies can decide whether it’s the one for them or not.
While connection through social media opens the doors to tremendous opportunities, it also brings more responsibilities in its wake. Organizations need to understand that responding to feedback and answering queries in a timely and honest manner is imperative. Moreover, with increasing customer expectations, it’s important to provide a consistent customer experience across sales, marketing and customer service. Static front end offices are no longer a la mode as they tend to stifle efficiency. Hence companies need to adopt an integrated, agile approach that will reinforce the brand message and enhance brand reputation.
Contact center agents are central to organizations and can help further brand reputation by transforming prospects to customers, and customers to loyal, die-hard fans. But for that they need to be trained well.
Last but not least, the whitepaper underscores the importance of security and urges companies to understand the potential threats. Just because they have never suffered a breach doesn’t mean that they will never encounter one. Network security is important, and is an invisible layer that helps to protect them.
So, the roadmap is clear: have a goal, stick to it, do what it takes to achieve it and you’re on the right track.
Edited by Rory J. Thompson