Thanks to the Internet, it is now easy to see what people think about your brand. Before the web, companies may have had to rely on focus groups and questionnaires to get an idea of the sentiment surrounding their brand. Whilst these methods of information gathering are still carried out successfully, the online world provides a platform where customers can (and do) air their opinions freely and widely, good or bad. Keeping tabs on your brand reputation online is essential for a number of reasons, and should become a regular part of your digital marketing strategy:
You'll be able to see what's working, and what's not working.By extension, you'll be able to improve on the less successful aspects.You will better understand your customer/audience base, their ways of thinking, and their spending habits.In certain cases, it may be necessary to respond to negative press. But where can you go to find your customers' opinions?Social Media Of course, social media is the first place on the web you should look for your customer base's voice. Having social media accounts on Twitter and Facebook provides a platform for customer interaction. These channels encourage it, which is essential for online reputation management.
Twitter - #Hashtags: Customers may 'hashtag' a service or your brand name (#), which categorises their tweet with others using the same hashtag. This makes brand monitoring easy. Simply type (#YourCompany) or (#YourService/Product/Tagline) into the Twitter search box and you'll be able to see a constantly updated list of all tweets using the desired hashtag. #CocaCola - you can view the top tweets or keep tabs on each new tweet by selecting all (via Twitter) - @Mentions: In addition to hashtags, customers may also mention your Twitter account (@YourCompany). This may be to ask a question, complain, or praise, or in response to one of your tweets. It's important to respond to mentions, whether they are negative or positive, even if only to say "thanks for the mention".
Facebook On Facebook, you can see how customers are interacting with your content. Conversations can arise from the photos or statuses you post. In addition to liking posts, they are able to comment and this creates opportunities to respond.It's not always possible to see what fans are saying to their Facebook friends, as their profiles are generally invisible to you. By filtering for public posts, and using the Facebook search box, you can view all those that are visible to you. Responding to the mentions you do have access to, then, is of paramount importance. Search results for 'Coke' filtered by Public Posts (via Facebook)
Google Alerts Not all conversations and mentions of your brand are happening on social media sites. They also occur on blogs, forums, news sites, review sites, and other websites. Google Alerts lets you search for mentions of your brand or the brands or services associated with your brand. When a new item appears on the search engine with the search terms you specify, Google will notify you by e-mail or RSS. This generally only occurs when the content with your keyword/phrase reaches the top 10 or 20 search results in Google. It's possible to filter for discussions, news, blogs, videos, and book results. The search query for 'Cola', filtered for discussions (via Google)
Blog Responding to comments on your blog is an effective way of monitoring your online brand. Customers often post on blogs with concerns and questions as they are unsure where else to go, and expect that a blog will elicit a quick response. These are just a few ways of monitoring your brand online, it's important to use all of the channels available to you to get a true picture of what your customers think of you!
Post navigation
Let's create an amazing campaign for you! Clicks HQ +44 (0)1480 226378 hello@clickshq.com
CONNECT WITH US - FACEBOOK - X - Instagram © 2026 Clicks Marketing Ltd
