How to show up for your customers when they need you most.
Your company’s social media is the first place customers go to vent if something goes wrong. At PeakActivity, we make it the first place they go to celebrate.
We help partners put reputation management systems in place to meet and exceed customer expectations, increasing brand loyalty, favorability, and long-term profitability. The questions we help answer are familiar to all of us: How do we respond to customer questions? How are issues escalated? If a complaint comes in, where does it go? But their answers have a profound impact on customer and employee satisfaction.
Case Study: Eyewear Brand
Case Study: Women’s Intimates BrandCase Study: Women’s Intimates Brand
Reputation Management Strategies
Social Listening:
Social Listening is how brands monitor their online presence. Our social monitoring practice typically looks at:
• Brand Mentions
• Conversion Rates
• Engagement Levels
• Hashtag Usage
• Industry Trends
We also investigate Social Sentiment, meaning the attitude of consumers toward a brand. Customers expect brands to respond quickly across channels. By listening actively and responding with speed, brands can steer conversations with customers to cultivate loyalty and positive sentiment.
Proactive Outreach:
Proactive Outreach requires understanding a brand’s audience (who they are and who they could be), the competitive climate, and interacting with customers in real-time. Methods include social listening, competitive analyses, and geo-location targeting.
Reactive Communication:
Proactive Outreach requires understanding a brand’s audience (who they are and who they could be), the competitive climate, and interacting with customers in real-time. Methods include social listening, competitive analyses, and geo-location targeting.
Customer Interactions: A Quick How-To
Reactive Communication:
Response Time
Customers expect immediate attention. Plain and simple. Why do so many customers prefer to message a brand’s Instagram account? Because they associate it with insta-communication. Therefore, in order to address customer needs and stay competitive, responses need to be instant. (See Eyewear Brand Case Study)
Quality
When it comes to customer interactions, quality matters. People want authentic and considerate responses, even if it’s something as simple as providing store hours. Quality interactions with customers can improve brand reputation, enhance brand awareness, and even boost sales.
Consistency
Keeping up with response times requires consistent effort. Using both proactive and reactive strategies can help a brand achieve a reputation for reliability while also strengthening individual connections with consumers and cultivating brand loyalty.
Systems
With consideration of company structure and key players, different systems will work better for different businesses. Therefore, it’s important to adopt a system (or set of systems) that provide clear guidelines for reputation management.
Systems can help establish protocols for:
• Ad Management
• Influencer Partnerships
• Proactive Engagement
• Quality Assurance
Case Study: Personal Protective Equipment Brand
Personal Protective Equipment (PPE) Brand struggled with customer service across their social media platforms. The challenge? They lacked the clear communication systems needed to accelerate response times.
We delivered a tailored solution, creating and implementing Standard Operating Procedures, and creating a funnel to triage interventions. By engaging with PPE Brand’s audience through proactive outreach and by responding quickly to customer inquiries, PeakActivity produced rapid improvements in social reputation and a dramatic increase in followers and engagement