A company’s digital brand presence is represented by the number of points of presence (POPs) –– social media accounts, web pages, micro pages, and digital profiles –– associated with that company. (Note, a company does not have to have control of a POP for it to be a part of its brand presence.) Some companies have a very large brand presence (or digital footprint), which contain hundreds, or even thousands, of POPs. But if the brand presence is disjointed, off-brand, or filled with rogue accounts, how strong can the customer experience (CX) be?
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Social media governance is a two-pronged approach. The first aspect of social media governance relates to protecting a business’s brand from internal and external threats. The second is directed at improving brand reputation. Companies that focus on both of these areas will ultimately protect and strengthen the corporate brand. This article will focus on how to optimize your brand reputation in four steps: