3 ways to monitor your brand online

1. Monitor your reputation.

Face-to-face service can make all the difference in how your brand is perceived by your customer. You might have the greatest offering in the world, but one bad experience with a cranking customer service rep can change that customer’s opinion in a heartbeat. In this age of new media, one bad experience can be a big deal for your brand. Information spreads like wildfire on the web.

Service industries (restaurants, photographers, doctors etc) check Yelp.com and see what people are saying for you. If you are in a smaller city, without Yelp, then monitor local forums for ratings on your service.

A poor rating on Yelp isn’t the end of the world. Use it as valuable incite as to what you can improve. I’ve seen tons of companies on Yelp respond to a customer who gave them a bad review to apologize and ask what they could do to fix it.  Nine times out of ten, the unhappy reviewer returns to update their rating and explain how awesome it was that they were heard and what was done to make it better.

Companies and techies make sure that you are on Satisfaction - People Powered Customer Service.  Make sure you are listening to what your customers want from your product. Encourage feedback and open dialogue and encourage your employees to interact with the people who use your product.  If your users are techies and bloggers they can have a huge impact on how you are perceived by the blogoshpere and the technophile masses.

2. Monitor how users tag and keyword you outside of your own site.

One of the beauties of tagging and social media is how easy it is to see the tags and categories that your customers give your content.  I recently read a post by Jeremiah Owyang called Use Delicious to uncover your brand (and improve your SEO). He explains how to use delicious to see how people have saved your posts and pages.  He shows how sometimes we, as bloggers or content authors, categorize our post in the way that we feel is appropriate for the user… or maybe, in some cases, the way we want to “spin it”.  But using delicious, the truth and appropriateness of our own tags can easily be compared with how your users actually tag it.

This can also be extremely valuable keyword research for SEO and figuring out a more organized user friendly information architecture for your own website.

3. Monitor all of the web’s channels.

Monitoring your brand on the “web” is no longer a simple as maintaining your corporate website. In fact it’s more important to manage your brand on OTHER people’s websites.

There are so many different channels that make an impact on your overall online presence. This graphic called People Streams from Elliance SEO Services is a great illustration of the many ways people can find you online and thus can influence by your brand’s rep.

The technologies in this graphic will constantly evolve (for example, the channel of Microblogging like Twitter isn’t on this graphic).  However, the principle is still the same: Go where the people are talking.

(Read the book Groundswell for more info on how to keep up with the technology curve.

Do this for each channel:

• Investigate if your brand is already being talked about in the channel by
  • Searching comments and tags for your brand name and your URL
  • Monitor referring links in your web stats
• Determine if it’s a viable channel for you to be involved in regularly by researching the demographic most involved in that channel. PS. If people are already on there talking about you, posting about you and commenting about you, then that’s a pretty big hint that you should be there too.
• Come up with a plan for measuring each channel on a regular basis. Try to increase communication through a particular channel and monitor the results.