Managing your online reputation essentially means responding to comments made by the community. Since the web is built on the principle of user-generated content – media created about your brand by your community – you need to have a good response strategy in place to address not only your own channels but also the peripheral buzz that is created by customers and fans. Always try to keep your response proportional to the original comment, whether good or bad.
If the response is positive:
Respond with a quick thank you or acknowledgement
This is very important; many marketers mistakenly believe that they don’t need to interact with positive comments because they aren’t harming the brand. However, if a customer takes the time to write a positive blog article about you return the favour by leaving a comment and linking to their blog. Make sure that the comment is from an actual persona and not a spammer.
Promote good comments but don’t overdo it
Don’t report every single bit of praise that you get; sav that action for the really stellar comments.
Keep the good comments flowing
Do this by adding information, opinions and personal messages to the conversation.
A little thanks goes a long way
If somebody has gone well out of their way to promote your brand, like getting five friends to sign up for your service, find a way to thank them publicly – giving them a discount, a special present or something else appropriate.