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Managing Online Reputational Crisis: A Primer

Managing Online Reputational Crisis: A Primer

“Your online reputation is your digital handshake to the world.”

Wouldn’t it be great if you had a crystal ball to gaze and predict reputational pitfalls? Unfortunately, there is no such crystal ball. Instead, you will find yourselves firefighting unforeseen reputational crisis, something that you are completely unprepared for. Sounds familiar?

In this post, we will discuss how reputational-crisis is unpredictable and how it can adversely impact your reputation. We will also explore what these scenarios entail and how to bounce back when things do not go your way.

What is Reputational Crisis? It’s nature and consequences to businesses.

Definition: Reputational crisis refers to any event, rumour, news, mishap that can have a detrimental impact on your brand’s name, image, or reputation.

Unpredictable is the “Key Word”: These tend to emerge out of nowhere, often catching businesses off guard.

Consequences: Reputational crisis can lead to various consequences, including:

  • Loss of trust
  • Loss of clients
  • Loss of business partners
  • Falling stock values
  • Imposition of fines
  • Incarceration of top management
  • Business discontinuity

Sources of Reputational Crisis:

While reputational crisis is unpredictable, do keep a watch on these sources where reputational crisis situations are most likely to stem from:

  • Social Media: Its reach and popularity can hugely amplify negative experiences or mishaps to a global audience.
  • News Media: They can rapidly disseminate information wide and far.
  • WhatsApp:  This is an app that needs to be closely watched as its reach is mind blowing.

Examples of Reputational Crisis:

Reputational crisis can take many forms, some of which include:

  • A roach in the food served in a Michelin-Star restaurant: This could put the very existence of the business at risk.
  • A celebrity involved in a controversy: In the era of viral stories, even a minor misstep can go viral.
  • A Top-Executive’s Foot-In-The-Mouth Statement:  A top C-suite being indiscrete in his opinion on a sensitive topic.
  • An Ad Campaign Gone Wrong:  An ill-conceived ad campaign could trigger a controversy; racial, linguistic, gender, political, etc.

Managing Reputational Crisis:

Reputational Crisis

Crisis management calls for a multi-pronged approach:
Proactive Monitoring: Keep a vigilant eye on your digital presence. Regularly search your name or brand online and deploy social listening tools to track mentions.

  • Timely Responses: Address negative content promptly. Show empathy and a willingness to resolve issues. A swift, professional response can often defuse a situation.
  • Content Creation: Counterbalance negativity with positive content. Regularly create engaging content that highlights your achievements and positive reviews.
  • Transparency: When you make mistakes (and you will), be honest about them and take steps to correct them. Transparency builds trust.
  • Online Etiquette: Be courteous and professional in your online interactions. Avoid getting embroiled in arguments or responding negatively.
  • Legal Action: In cases of defamatory content, consider legal action. Consult and engage legal experts.
  • Core Values Alignment: Align your actions with the core values, mission, and vision of your business.
  • Preventive Measures: While not all online reputational risks can be predicted, putting in place a well-thought-out crisis management process and team can prepare you for potential worst-case scenarios.

Conclusion:

Reputational crisis looms large, ready to strike at any moment.  Being prepared and being watchful is your best recourse.

At AiPlex, we are in the business of protecting the online reputation of some of the biggest names in the Indian corporate world. Our team possesses the wherewithal and expertise to handle any crisissituation.  Be it a full-blown reputational crisis, malicious campaigns against your business by vested interests, negative media coverage, we will stand with you shoulder-to-shoulder in coming out of it unscathed. 

A Guide to Deleting Fake Accounts

A Guide to Deleting Fake Accounts

Delete the Fakes- The AiPlex Enforcement Way

Dealing with impostors on social media is a daunting challenge, especially for major brands. Even more so, when your brand handles personal or sensitive data, such as in healthcare or financial services.

Fake Instagram accounts sprout like weeds, with spammy bios and uncannily similar usernames. Despite Instagram’s ongoing efforts to weed out bots and fakes, a multitude still manage to slip through the cracks.

The big question is, how do you distinguish the real from the fake in this virtual jungle and how do you protect yourself from these impostors and fraudsters?

In this article, we will guide you on deleting fake accounts and safeguarding your online presence across social media platforms.

What are fake social media accounts?

  • Fake social media accounts that imitate your brand name, patent, logo, word mark, or trade mark.
  • They often use similar profile pictures and typographic variations of your brand or product name.
  • These accounts are created by fraudsters and impostors.
  • Their purpose includes influencing product reviews, spreading false information, phishing attacks, distributing malware, and siphoning revenues that rightfully belongs to you.

How fake social media accounts hurt your business?

Impact on Brand Reputation:

  • Scam Followers: Fake social media accounts rapidly accumulate followers who believe they’re following your brand or organization. These unsuspecting followers trust the content from these fake accounts, unaware that they are being fleeced.
  • Vulnerable Audience: Scammers target your customers, clients, staff, partners, and even family members. Since they believe the information, messages, and offers are from your legitimate brand, they have no reason to be suspicious.
  • Exploiting Trust: Fake accounts capitalize on the trust and reputation you’ve painstakingly built over time, ultimately damaging your brand’s image.
    Fake Social Media Impostors

    Misinformation Spread by Fake Accounts:

    • Fast Misinformation Spread: Online misinformation can spread at lightning speed, often outpacing accurate information due to its sensational nature.
    • Online Scepticism: Savvy internet users understand the need to verify information sources before believing or sharing them, given the untrustworthy nature of online content.
    • Exploiting Trust: Fake social accounts misuse your brand’s trust, making their false information seem credible and causing it to spread rapidly.

    Financial Impact:

    • Public Companies: Public companies are particularly vulnerable, as significant announcements from fake social accounts can sway stock prices significantly.
    • Real Consequences: The effects of fake social media accounts on stock prices are not mere speculation; they can result in disastrous financial consequences for your brand.

    How to detect, report, and delete fake social media accounts?

    Detecting and Reporting Fake Social Media Accounts:

    Set Up Automated Monitoring:

    • To detect fake social media accounts, put in place a social media presence monitoring system.
    • It scans all social networks for your brand, product names, and key executives’ names, including possible misspellings.
    • This system ensures comprehensive coverage across various platforms.

    Report the Fake Accounts:

    When you identify a fake social media account impersonating your brand, promptly report it to the respective platform for takedown.

    Follow these steps for major social platforms:

    • Facebook: Click the three dots below the fake account’s cover photo, then select “Find support or report Page.” Alternatively, use this form, especially for trademark violations.
    • Instagram: Click the three dots on the fake profile, choose “Report,” and then “Report Account.” Alternatively, fill out this form, especially for trademark violations.
    • Twitter: File an impersonation report using this form. For trademark violations, use the intellectual property issues report form.
    • LinkedIn: On the fake page, click “More,” then select “Report abuse.” For trademark infringements, use the trademark infringement form.
    • TikTok: Click the three dots on the fake account’s profile, then click “Report.” You can also file an impersonation report using this form.
    • Pinterest: Visit this form and click “Report a policy violation.” For trademark infringements, file a trademark infringement report.

    Tips to protect your brand from fake social media accounts:

    Protecting Your Brand from Fake Social Media Accounts:

    Continuous Social Media Monitoring:

    • Regularly monitor your brand’s presence across social media platforms.
    • Actively search for fake accounts, unusual activity, or mentions that could damage your brand’s reputation.

    Utilize Google Alerts:

    • Set up Google Alerts for your brand and product names.
    • Receive notifications whenever your brand is mentioned online, helping you stay informed about potential fake accounts.

    Craft a Distinctive Brand Identity:

    • Develop a unique brand voice and visual identity.
    • Create content that reflects your brand’s personality, making it harder for impersonators to mimic.

    Secure Brand Name Handles:

    • Reserve your brand name handles on all social media platforms, even if you don’t plan to use them immediately.
    • This prevents impostors from claiming your brand’s identity.

    Get Your Social Media Accounts Verified:

    • Apply for verification badges on major social platforms like Twitter, Facebook, and Instagram.
    • Verified accounts enhance your credibility and make it easier for users to identify your official presence.

    Prepare for Crisis Management:

    • Develop a crisis management plan to address potential threats from fake accounts.
    • Define procedures for responding to impersonation, misinformation, or other online crises, ensuring a swift and coordinated response.

    Deleting Fake Accounts is Critical & You Should Do It

    Deleting fake accounts across social media platforms is critical for your brand’s credibility and integrity.  Remember, your online presence is an extension of your brand. With the strategies discussed above, you can detect and pursue removal of fake accounts.  At AiPlex, we have been rendering Brand Rights Enforcement, Copyright and IPR protection for nearly 2 decades now for India’s top brands and businesses.  Given an opportunity, we could take care of deleting fake accounts and Protecting Your Brand in the online space, and you can focus on building a worldclass brand.

    The Future of Perception: Top Online Reputation Management Trends in 2023

    The Future of Perception: Top Online Reputation Management Trends in 2023

    “New tech isn’t just an upgrade; it’s an invitation to a better reality.”

    As the years roll by and more and more business owners find themselves grappling with the challenge of managing their online reputation, 2023 brings in some cool trends and tools to help you ace your ORM game.

    Digital Transformation:

    Digital transformation isn’t a choice but a necessity. Elevate customer satisfaction through comprehensive digital integration and engagement across platforms.
    Social media insights and real-time product updates amplify your online reputation, putting customer needs at the forefront and securing brand loyalty in 2023.

    AI and ML: Your Reputation’s BFFs:

    Smart Tech Boost: The superhero duo of AI and Machine Learning is joining forces with ORM tools. They’re here to supercharge sentiment analysis, spot trends, and even automate the review response game.

    Pattern Detection: AI and ML are like digital detectives. They unravel patterns and trends from the vast sea of data, making your ORM game smarter and savvier.
    Automation: Say goodbye to manual monitoring! Thanks to AI and ML, ORM tasks like tracking reviews and crafting responses can be automated.

    User-Generated Content FTW:

    Move over, from regular ads! User-generated content (UGC) is stealing the spotlight.
    The strategy of publishing UGC on websites, sourced from social media, adds an extra layer of credibility.

    Displaying customer reviews and experiences from social channels fosters a positive perception, fortifying your online reputation and engaging visitors effectively.

    “Hey Siri, Alexa, Find Me!” Voice Search Optimization:

    Voice search is the cool kid on the block.
    Being the answer to a voice query means more visibility and a stellar reputation.
    Make sure your online reputation isn’t lost in the crowd by optimizing for voice search.

    Tailored Touch:

    ORM is getting personal! Strategies are evolving to cater to each customer’s unique tastes and preferences.
    Brands are tapping into customer data to create one-of-a-kind interactions and provide solutions that feel like they were made just for you.

    Influencers Are Here to Stay:

    Influencers aren’t just posting cute selfies; they’re making big waves for brands.
    Businesses are teaming up with these digital trendsetters to craft their online identities and steer their reputations towards success.
    Jump on the influencer train to skyrocket your brand’s street cred.

    Tag Team: SEO and ORM Together:

    SEO and ORM are like a dynamic duo working side by side.
    SEO boosts your online visibility, while ORM ensures your rep stays in tip-top shape.

    Let’s Get Engaged:

    Say goodbye to old-school approaches; now it’s all about involving your audience in cool and interactive ways.
    Fancy live sessions, quizzes, and contests? It’s all about sparking that digital engagement fire.

    So, you’ve got the inside scoop on the sizzling trends shaping online reputation management this year. But wait, there’s more! Aiplex, the reputation management wizards, have their finger on the pulse of these trends and will help you build a robust online presence and an unblemished reputation.

    Reviews Can Make or Break Your Brand

    Reviews Can Make or Break Your Brand

    The Voice of the People:

    The internet has changed the way we shop and the way we make buying decisions.  We can buy groceries, clothes, books, beauty products, jewellery, furniture, or anything under the sun online.  But before we make THAT buying decision, we look up online reviews. Why do people rely on reviews so much? It’s because of one simple reason: uncertainty.

    Let us take a closer look at the key reasons why online reviews matter:

    Some Stats:

    93% of consumers worldwide check reviews before a purchasing decision.
    84% of consumers trust online reviews as much as recommendations from friends or family.
    Customers are more likely to do business with a 4* or 5* rating than a business with low star ratings

    81% of consumers need to a trust a brand to consider buying from it
    Source: Edelman

    What is Social Listening?

    Social listening is having your ears to the ground on social media; tuning in to what people are talking about your brand, your competitors, and topics that matter to your business.

    Social listening helps you monitor your brand mentions on social media, get an understanding of issues faced by your customers, and get to know customer expectations.

    But then, it’s not just about your brand, it also helps you keep tabs on your competitors, see what’s trending, and understand the overall buzz surrounding topics that are relevant to your business.

    It also helps you shape your products or services and improve your customer service in line with customer expectations and industry trends.

    It is also about making the best use of social media to further your business goals.

    Why Are Reviews So Important?

    “Customer reviews are the voice of the people, guiding us through the maze of choices.”

    What are Customer Reviews?

    Online customer reviews are like little nuggets of wisdom shared by people who’ve tried a product or service. They spill the beans on what’s great and what’s not-so-great, helping others make informed choices. It’s like having a friend’s advice but from hundreds of strangers!

    They provide honest feedback, highlighting both the pros and cons. These reviews give potential customers a glimpse into real experiences and shape their perception of a brand.

    “A Review Is a Free Marketing Tool”

    Why Are Reviews So Important?

    Builds Trust and Credibility: Positive feedback serves as social proof, assuring potential buyers that others have had a positive experience with your brand. When people see a high volume of positive reviews, they are more likely to trust your business and feel confident in their decision to engage with your products or services.

    Enhances Brand Visibility: Reviews help your brand’s internet exposure. When determining search ranks, search engines consider both the amount and quality of reviews. A better ranking equals more visibility, which makes it easier for potential customers to find your brand among the competition.

    Encourages Customer Engagement: When customers leave reviews, it opens a channel for communication and engagement. Responding to reviews, whether they are positive or negative, shows that you value customer feedback and are committed to addressing their concerns. Engaging with customers demonstrates your dedication to providing excellent service.

     

    Influences Purchasing Decisions: Studies have shown that a vast majority of consumers read reviews before making a purchase. Positive reviews can sway undecided customers in favour of your brand, while negative reviews can drive them away.

    Provides Valuable Feedback: Reviews offer direct feedback from customers about their experiences with your brand. Positive reviews highlight what you’re doing right, while negative reviews pinpoint areas for improvement. This feedback can help you refine your products, services, and overall customer experience.

    Drives Continuous Improvement: By analysing reviews, you can identify recurring themes and patterns that require attention. Whether it’s improving product quality, addressing customer service issues, or enhancing certain aspects of your business, reviews provide actionable data that can guide your decision-making and help you continually enhance your brand.

    What is Review Management?

    Now that you fully understand the importance and impact of reviews on your business, it is a no‑brainer that these reviews need to be professionally managed, and that is called “Review Management”

    Review management involves monitoring and responding to customer reviews in the online space. It helps you address customer concerns and leverage positive feedback to build trust and improve customer satisfaction.

    What is Review Management?

    What is Omnichannel Review Management?

    Customers share reviews on social media platforms, forums, app store, play store, review sites, GMB listings, etc. Engaging them across these touchpoints in a coherent and consistent voice would be a complicated exercise and could be cumbersome in the absence of the right tools.

    Omnichannel Review Management tools help you offer a consistent customer experience across multiple channels, such as websites, social media, and third-party review platforms.

    AiPlex Bridge-An Omnichannel Review Management Tool

    AiPlex Bridge is one such tool. It helps you:

    Monitor and respond to reviews across the online space via a single interface.

    Gain insights on customer pain points, sector headwinds and tailwinds, unexplored business opportunities, feedbacks, suggestions, etc. 

    Track and manage all the different review platforms on a single dashboard.

    Proactively build an enviable online reputation by professionally managing reviews and customer feedback.

    Effectively Manage Reviews- Check Out Our Plans

     

    What is Social Listening in ORM?

    What is Social Listening in ORM?

    What is Social Listening in ORM

    Listen, Understand, Engage:

    If social listening is not part of your digital toolkit (repertoire), you are missing out on a goldmine of valuable information.  Information that could help fuel your business growth strategy.

    Social listening can provide insights on what your customers and potential customers truly think about your brand.

    You can not only tap into their conversations about you on social platforms but also track how your competitors are perceived. It’s like having instant access to real-time market research that can shape your business decisions.

    All you need is to know how to tap into this treasure trove of information.

    Your brand’s reputation is shaped by what you hear. Social listening gives you the power to shape it in your favour

    What is Social Listening?

    Social listening is having your ears to the ground on social media; tuning in to what people are talking about your brand, your competitors, and topics that matter to your business.

    Social listening helps you monitor your brand mentions on social media, get an understanding of issues faced by your customers, and get to know customer expectations.

    But then, it’s not just about your brand, it also helps you keep tabs on your competitors, see what’s trending, and understand the overall buzz surrounding topics that are relevant to your business.

    It also helps you shape your products or services and improve your customer service in line with customer expectations and industry trends.

    It is also about making the best use of social media to further your business goals.

    Why Fintech Needs ORM

    Why is Social Listening Important?

    Social listening helps you:

    Customer Insights: Get valuable insights into how customers perceive your brand, understand their opinions, sentiments, and experiences. Address concerns, respond promptly, and improve overall customer satisfaction.
    Proactive Reputation Building: Proactively engage with your audience. Monitor discussions related to your brand, industry, or relevant topics and participate in those discussions and build positive relationships with your customers. Strengthen your brand’s reputation and foster loyalty.
    Competitor Analysis: Get insights into your competitors’ online campaigns and strategies, identify their strengths and weaknesses. Use these insights to differentiate yourself from your competitors and make data-backed business decisions.
    Monitor, Identify, & Mitigate Reputational Crisis: Detect potential reputation crises in real-time, and identify negative sentiment, emerging issues, or viral content that could harm your brand. Take pre-emptive and proactive measures to mitigate the impact of crisis situations.
    Brand Improvement: Gain valuable feedback and suggestions from your customers, identify areas for improvement, enhance your products or services, and align your brand with customer expectations. This iterative process of listening, understanding, and engaging with your target audience helps you build a sustainable and positive brand reputation.

    Now that you understand the importance of social listening for your business growth, what next?

    Online Reputation Management ORM FIntech

    We Can Help

    We at AiPlex fully understand the power of social listening and its role in building a positive online perception for brands, businesses, celebrities, and corporate honchos too.

    Backed by years of experience managing the online reputation of unicorns and decacorns in the startup ecosystem, we have introduced AiPlex Bridge (a social listening tool like no other).

    AiPlex Bridge can help you to leverage the power of social listening to efficiently manage your online reputation, engage with your audience, and establish an enviable brand image.

    “Transform Your Brand’s Perception. Request a Demo Now!”