The article emphasizes the importance of managing online reputation in the fast-paced social media environment. Unlike the past, where monitoring reviews was sufficient, brands must now engage with customer feedback across multiple platforms like Instagram and TikTok. Trust has become central to online reputations, influenced by customer interactions even before the first purchase. Brands are encouraged to adopt a strategic approach, transitioning from reactive to proactive management of their online presence, as a single negative comment can damage trust significantly.
Managing your online reputation used to mean monitoring a few Google reviews or updating your website occasionally. Not anymore. Social media has become the public square, customer service desk, and marketing funnel all in one.
Trust used to come from experience. A customer tried your product or spoke with your team, and over time, confidence grew. Today, trust starts before that first interaction.
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