Today, we talk about what reputation management is and how it can help your business!
Reputation management in our own words is the active monitoring of your brand online. Most businesses are aware that they have reviews online, but are not active with monitoring it.
- Reputation in a competitive marketplace, when a single negative review can cost you business, it’s even more important to monitor how your customers feel about you online. On another hand, a positive review is almost as good as a referral from a friend.
- Reputation management affects your brand. You can have the best product in the world, but bad customer service could cost you long-term growth. The flipside, an upset customer who was bashing you to all their friends, handled with poise and great service can turn into an advocate. We have all been upset at a company and then they go above and beyond and you’re even more in love with them than before.
- Businesses understand that the blowback from negative press can be ruinous to a small company. The surprising solution is simply to be as honest as possible about your business goals and intentions while offering customers a perpetual peak behind the curtain. For small businesses without a dedicated reputation-management team, these attempts can be clumsy, inconsistent and counterproductive.
Hi, everyone! Welcome back to the Marketing Natives! This episode showcases the importance of the reputation that you have as a brand and the way your customers see you. So here are our insights!
Monitor your customers
With there being so much criticism open for businesses nowadays because of the different social media platforms, it's important that you check how your customers feel about your business. Monitoring their comments and feedback about your business could help you find out what they want, what they need, and where you can improve. If you see that your business is getting a lot of great feedback and positive comments from your customers, then you're on the right track!
Invest in great customer service
You can't please every client and customer out there, and that's completely fine! If you ever run into negative comments or even online bashing from former customers, be sure that you're ready to handle them with the image that you've set for your brand. In this scenario, you would just be doing more damage to your brand if you gave them a taste of their own medicine, it's better if you maintain a good front and attack with kindness! This way, people will see that your brand is professional and customer-oriented!
Honesty is the best policy
Getting bad rep from the press could be disastrous! The image of your brand could be damaged and customers may even end up not trusting your business anymore. It's important that you be transparent and honest with your customers in cases like these. If you show your customers how much they're involved with the growth of your company, then they'll have a much more intimate relationship with the brand. By simply being honest about your brand and its goals, you're bound to develop not only a good reputation but also loyalty from customers!
Hope you guys learned a thing or two about protecting that reputation! As your reputation grows larger as a brand, your bound to compete with others as well - just be sure to keep up the reputation management and you'll be fine; just look at Taylor Swift! Jokes aside, thank you for listening and we'll see y'all next week!