First: You will need to plan.
Who will be responsible for all the critical components involved in your brands online reputation? Who will be in charge of Research, Listening, Engaging, Internal Communications, feedback, and Training? What are your clients saying about you right now? Are they right. Do my operations or policies need improvement?
Second: Listen to your clients
Where are the conversations coming from? Locate the online spaces and channels your clients are having conversations about your brand. Some channels will be well known sites and other will vary from region and local venues. Set up alerts, notifications, tracking, and scheduled visits to make sure you can respond quickly.
Third: Join Media Sites
Some of the sites and media require you to join or register to participate. Most are free, but some may require a membership. Join some of these sites and it will allow you to perform critical acts of engaging and participating.
Fourth: Engage with your clients
You should respond to all feedback or reviews-good or bad. A display of excellent customer service will go a long way with enhancing your reputation. Respond as quickly physically possible, as your client expect it, and expect it quickly. Do not show any defensive behavior, anger, and attacks. No online war of words. Sincere apologies can go a long way. Let everybody know that you are on it.
Fifth: Monitor the Chatter
Continue to listen to what your clients and potential clients are saying about your brand online. Always stay on top of your Listening schedule.
Sixth: Live the Vision
Build your operation to go well beyond your clients expectations. Amaze them at every interaction point to create a positive experience that they will want to share with others. Become unforgettable for the right reasons. Your reputation will be a direct reflection of service experience your company provides.