Twitter is a goldmine for finding conversations and people’s opinions on any subject imaginable. If people are blogging about your brand or taking part in online forums discussing your products; you can bet they are doing the same thing on Twitter. Here are a few tips on how to manage your reputation on Twitter:
1. Be a person, not a brand
Even though your Twitter name is that of your company you can still engage with your followers as yourself (representing the company). It’s about how you say things and how you reply. Be conversational and don’t use corporate lingo.
2. Get to know your followers
Your followers follow you because they feel they know you. Now, you should get to know them too. Engage in conversations and comment on what they have to say. Your followers will feel like they are being listened to and taken into consideration. Eventually, they will thank you for it. This will boost your reputation as word of mouth (or word of blog) spreads the message.
3. Admit when you’re wrong
Admit to your faults. This would boost your credibility and your followers will more easily believe what you have to say. Furthermore, be honest and don’t beat around the bush. If your followers ask you a question and you do not know the answer, rather tell them you don’t know but will do some investigation, than try and get around the issue at hand.
4. Don’t boast
Online Reputation Management does not mean you should go out and tell people how great you are – you need to show them. Telling your followers about how reliable you are and how awesome you are is not the way to go! Your followers won’t believe you and will most probably bring you back down to earth fast and hard!
You need to show them by listening to your consumers and taking into consideration what they have to say. Show how great you are through customer service! That’s always a great way to boost your reputation.
5. Don’t pick a fight
Now, people are going to say bad stuff about you and your company. Don’t freak out and demand they delete their comment. This will just cause a wave of negative comments being thrown your way. Furthermore, don’t argue – unless you’ve got proof. And even then, do not embarrass the person. Say something like “Hey Jim, I think you’ll find this article useful. It’s on how we save energy while manufacturing our products.” This way, you won’t pick a fight!