Reputation management experts at ICMediaDirect suggest companies monitor online activities on a regular basis so that a reputation management plan can be implemented as quickly as possible. By closely watching brand mentions and web reviews, brands, individuals, and agencies can be proactive in their handling of online reputation management. A variety of monitoring tools can be used to make the task easy efficient. First of all, Google Alerts allows users to sign up for email updates on the latest search results featuring brand mentions. To track activities connected to a brand on many major social media platforms, entities can use the Social Mention tool, which keeps track of selected keywords.
When difficult situations where there is significant interaction online arise, ICMediaDirect recommends addressing the complaint offline whenever possible by asking for the customer’s info or requesting to contact them personally. Professionals at the company have noted that this can minimize the impact of any further mistakes and the pressure on the business manager handling the customer service issue.