Reputation Management
Be proactive when it comes to your customers and employees.
The internet in general and social media in particular has given everybody the power to be seen and heard. As brands and businesses make their presence felt online they become exposed to reputational risks. The key to effective reputation management is being proactive instead of fire fighting when the damage is already done. To be proactive, businesses need to leverage the latest technologies in listening, monitoring, and analytics to stay two steps ahead of any negative or even positive conversation. Reputation management also requires a solid public relations and communications strategy and a well-thought-out framework for crisis preparedness and management.
Proactive Reputation Management
Reputation is a very delicate thing in this day and age. Businesses are realising they need to take ownership of their reputation instead of leaving it on auto-pilot. Deleting negative comments, posting canned responses on bad reviews, and running staged NPS surveys every now and then are not a good strategy to manage reputation. Being proactive is.
Proactive reputation management means listening and understanding the root causes of any sentiment or action, communicating transparently and solving problems in real time. It also requires being prepared (particularly in the event of a crisis) identifying all the risks and threats and determining plans of action should they play out.
The two key stakeholders for any business are its customers and its employees. Their voices are critical for any reputation management strategy:
Voice of the Customer (VoC)
Understand needs, behaviours, trends, sentiments and feedback.
Voice of the Employee (VoE)
Understand expectations, morale, culture, satisfaction and performance.
Reputation Management Tools
Technology plays a critical role in proactive reputation management by providing two key functions: listening and monitoring for any mentions and analysing such mentions to gain actionable insights.
Listening and monitoring solutions provide real-time tracking and alerts of any mentions of the company or any of its brands or locations. These tools scan both the internet and social media in search of any mentions as soon as they get published or posted.
Most of the mentions and conversations around your company and brands are in an unstructured format, and so any kind of manual analysis of these conversation would not be feasible or scalable. Advanced AI-powered text analytics solutions make it possible to process such information at scale and extract actionable insights that can help improve customer experience, enhance products and services and optimise revenues.
In addition, technology provides an arsenal of tools for data collection, scraping, segmentation, analytics, and reporting. All these tools can be put at the service of better understanding your interactions with your customers, employees, and any other stakeholders.
Our Expertise in Reputation Management
On the technology side, Cactix uses the latest software and tools for listening and monitoring. Cactix is also a partner for Gavagai, a leading language technology company providing AI-powered text analytics for both VoC and VoE scenarios. On the PR side, our team has a wealth of experience in helping clients track and manage their reputation proactively and preparing them for adversity.
Our Services
Some of the services we offer in reputation management include:
- Reputation Audit
- Reputation Management
- Crisis Management Plans
- Social Listening and Monitoring
- Online Listening and Monitoring
- Surveys (e.g. NPS)
- Data Services (Scraping, Import, Transcription, Segmentation, etc.)
- Text Analytics Services
- Revenue Optimisation Analytics
