Profile of Matt Lodge - Digital Marketing Analyst

Matt Lodge: Strategist

WHO AM I?

I am a Strategist at Seafoam Media. It’s my job to convert measurable data into actionable results for our clients.

MY MISSION AT SEAFOAM:

I want to ensure that our clients have every advantage possible in a competitive digital landscape. My mission is to use data-driven approaches to create a seamless marketing plan that grabs customers, no matter how they’re searching or browsing.

WHY I LOVE WHAT I DO:

I’ve always loved solving problems. Diving into data and numbers to find ways to move the needle for our clients creates unique challenges and gives me the opportunity to find new solutions to age-old problems.

MY QUALIFICATIONS AND EXPERIENCE:

Prior to joining Seafoam Media, I worked at a direct marketing agency in New York City for 4 years. I learned classic methods for reaching customers and growing brands.

I also worked for the largest online chess website, Chess.com, for 4 years. I worked extensively on growing our online presence along with managing our analytics for our streaming video content.

IN MY FREE TIME…

I play a lot of chess, despite being deeply mediocre at it. I’m in a bowling league, despite being deeply mediocre at that, as well. I love spending time with my fiance and my dog, which I am fantastic at.

Rachel Sipes

Rachel Sipes: Digital Marketing Analyst

WHO AM I?

I am one our team's Digital Marketing Analysts! I love digging into the numbers and watching my hard work in PPC and SEO pay off for our clients.

MY MISSION AT SEAFOAM:

To learn and test.  I want to learn as much about the digital space as possible so I can become a better strategist, analyst, and business partner.  I want to know more about your business and tell you what I know will help you achieve your goals.

WHY I LOVE WHAT I DO:

The media industry is ever changing.  Something new is being rolled out everyday; something that could help my clients soar.

MY QUALIFICATIONS AND EXPERIENCE:

I started my career 4 years ago in paid media and have been learning about new trends and methods ever since!

WHY I LOVE WORKING AT SEAFOAM:

I'm excited to work for a company who has a relaxed, trusting, hungry, and dedicated atmosphere.

IN MY FREE TIME…

I love to re-watch my favorite tv shows.  Sometimes while I do this, you will find me tapping into my creative side with some acrylic paints or mimicking some drawings on sketchpad.

How to Approach Reputation Management in a Digital World

By Liz Oeltjen
Industry Insights

online reputation managementIt can happen in a flash; an angry customer responds to a well-intended post on social media. They quickly share an awful story that happened to them and everything spirals rapidly downhill. This is one of many moments where companies need to be prepared to prevent, respond, and fix issues online.
In a world that is full of online consumers, digital reputation management of a brand is so important. Online reputation management is not just about what people think of the brand. It’s about what the brand is doing, how it interacts with people, it’s voice, values, and how it responds to challenges. With a well thought out, pre-planned digital strategy it becomes easier to manage your online reputation. A strategy that can turn a potential reputational crisis into a success story. It can prevent your company from being talked about for all the wrong reasons.

3 Key Steps for Your Online Reputation Management Strategy:

  1. Have a Plan to Respond on Social Media

 Social media is a powerful tool for your brand. This is where our customers can publicly interact and be heard. Your company should have a social media strategy in place that includes how to respond and interact with both positive and negative feedback. The first step is maintaining your pages. This means keeping them updated with relevant content, responding quickly to questions and comments, and ensuring you are presenting your brand with the tone, voice, and image you want.
Should you receive a negative comment from an angry customer, the rule of thumb is never to delete the comment. If you delete your customers’ comments, it could make them more upset, and they will post again and find another way to attack. You have to respond kindly, calmly and professionally to their comment and address the situation. Sometimes there is not much you can do. According to Forbes, there will always be trolls, and they are not going ever to listen to your replies, so sometimes you will need walk away from the situation after you have attempted to resolve the issue. If you offer a sensible and reasonable response, even if you can’t tame the trolls, you will have provided an example of your excellent service to anyone else that may be watching.
For more information on how to respond to negativity check out our blog on customer complaints.

  1. Manage Your Online Reviews

One way that brands try to gain a positive reputation online is by asking customers to write reviews. It wouldn’t be ethical to offer rewards for positive reviews, but you might be surprised how often people follow through on a simple request. But timing is everything. Ask your customers right after they purchase the product, not a few months down the road. Guests may be less apt to participate during a busy holiday season, but asking never hurts.
Make it easy for your customers by signing up for an online service that will email your customer to write a review after they purchase the product. Or simply let your customers know you are on Yelp or social media so they can leave a review there. Remember to thank them publicly after they leave a review showing them appreciation.

  1. Think Beyond SEO

Most brand reputation strategies of the past looked at outranking negative reviews with positive SEO and rankings. They would try to bury the negativity with positivity in the search results. This doesn’t work so much anymore. If you overheard a customer complaining to a friend on the street, out-shouting them is not the solution (and will probably get you labeled a little nutty.) Online, as in real life; if there is negative information your customers will still find it whether it’s on blogs, review sites, or social media. If you want to understand your brand reputation, you’ll need to look beyond what comes up in search results and search everywhere your customers may be. Use this as an opportunity to learn about your reputation and then fix it!
Proper brand management can help you grow your sales and establish your success in the long term. No matter how big or small, businesses need to manage their online reputation. If you are facing an issue online or would like to discuss managing your reputation, contact us today.

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