An important aspect of successful businesses is the management of their brand reputation. This can come in two ways; online and offline. The management of an online brand reputation is how people perceive a particular brand they come in contact with in the social space. While the offline reputation is described based on their physical experience with the brand.
The negligence of these factors can affect a brand reputation greatly which in turns reduces customer’s confidence and thus affect sales. Building a lasting positive reputation can also influence customers’ trust and thus increase sales.
Brand reputation is built from the perception of people towards a brand, which can both be positive or negative, and this directly or indirectly affect the company in one way or the other. Whether online or offline, it is an aspect that should be taken seriously.
First, knowing when to respond or when not to is such a good way to start. The media space gives room for different contents and people could use this forum to put out negative comments or reviews about a particular brand. It is very important to be able to distinguish the kind of comment that should be attended to and one which should be left unattended to. The media space allows for various trending issues every day and it may possibly happen that an issue trending today might be long forgotten the day after. So, having this intelligence will help in the management of a positive brand reputation.
Also, as much as it is necessary to consider the first aspect, the “how to” respond is also an important aspect. This is where emotional intelligence comes in. For example, how do you respond to an influencer’s bad tweet about your company or a misconception about your brand that is trending online? Knowing what to say is as important as knowing how to say it. The knowledge that one’s reputation is at stake if one is not careful about the way such issues are attended to help to make better decision beneficial to the growth of the company. The how to solve such challenge should certainly be in the most calm and gentle way, yet being firm about the standard and principles of the company.
Another key factor is preparing for crisis. The understanding of preparing for future crisis gives room for quality time to draft out plans and strategies to tackle whatsoever challenge that might come up. In this regard, one is not caught off guard and there is a proper management of the brand reputation than setting up plans when the challenge is on board. The methods that might be employed at such instances might not be in the most effective way.
Also, another key to consider is the type of content that is pushed out. Content is illustrated as a public image of the company because it tend to serve the purpose of the brand. So, when it comes to content, the brand should ask themselves what they intend to portray to the public and how they intend to be seen.
Every brand serves its own audience and purposes. Attending promptly to customer’s needs and ensuring their satisfaction can be a good way to enhance public recommendation. It tends to build customer’s loyalty and trust in such a way that they speak well of the brand and encourage other people to seek out for the brand. When this is in place, the company will always have loyal customers.
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