Reputation Management is all about your organization. It's the business side of Customer Experience. We've been working on RM for years, and now the industry has CX to measure how a customer perceives they are treated by you. RM measures how well you treat your customers.
While Reputation is always important, the tide changes and measuring your customer perspective is another way to track RM.
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The Reputation Management Maturity Index™
We developed the Reputation Management Maturity Index™ (RMMI) to consistently measure Social Media adoption. Although the RMMI contains some generalizations it is regarded as a fair measurement tool for identifying an organizations maturing level.
Little or no effort is put into keeping up with activity on social media sites. Customers, prospects and competitors write what they’d like without comment or response from you.
Create pages on the big three; Facebook, Twitter and YouTube. Review comments that are left on your pages. Check out your competitors periodically to see how the comments there compare to yours.
Identify the social media sites that your customers and competitors are using. Respond to negative comments, problems and factual errors. Stand up for your reputation in online discussions.
Post updates about your business, products, services and team online. You're starting to develop an online community of customers and prospects. Be certain to use the various sites effectively. Posting the same info on all sites is called "noise" and you'll find that it alienates customers. Facebook and Twitter have specific ways that they can be leveraged. Learn to be effective with your postings.
Your customer community prospers and grows online. They add postings about you and your products, giving you the opportunity to approach prospects with customer recommendations already provided. Your postings are less and less about marketing and more like conversations with key customers. Your online presence becomes a component of your value proposition. At Level 4, you probably have multiple pages in Facebook and several Twitter accounts.
By now, your website is your brochure and your social media activity is almost real time interaction with both customers and potential prospects. Your customers are advertising for you with their postings. Resolving issues ‘in public’ shows prospects that you know how to fix problems, but also demonstrates your integrity. You might find yourself as a leading voice in your industry and that other online resources are pointing to your business as an example of how to use social media, providing invaluable exposure.