Every brand has its own identity and with that- an idea of how it wants to be perceived by the public. Most companies believe excellent customer service is the key to success, which goes hand-in-hand with brand reputation management.
You may be asking yourself “what is brand reputation management, and why is it so important?” It is the process businesses use to create a positive image around its brand and monitors how the public perceives a company. It has a major impact on customer loyalty and if done successfully, it can build and maintain a company’s position as a leader in the industry.
Here are 3 tips to help with your brand reputation management:
Thanks to the internet and social media- just about every customer has become a critic and feels the need to post about their experience with a business online. It is because of this that businesses need to monitor what people are saying about their brand (both positive and negative). According to websitebuilder.org, around 95% of consumers read reviews on a business/product on sites like Google, Yelp, Facebook, and Tripadvisor before making a purchase decision. A company that successfully manages its brand is quick to respond to negative reviews and works to build a solid reputation by addressing customer concerns.
Promotions are a great way to highlight the good your company has done and can have an impact on customers’ trust in your brand. For example, Owens Corning has a sustainability commitment to “leave the world a better place for the future.” Owens Corning’s 2030 sustainability goals encompass doubling positive product impact, halving negative product effect, expanding diversity and inclusivity, and creating a beneficial effect on societies. Modern consumers are more likely to spend their money with an organization that has common interests and a “cause” to get behind.
We all know that “Karen” who demands to speak with the manager over the slightest inconvenience. This type of person will pick apart every action made by a business. Thanks to the digital world- people are quick to take their negative reviews online and share their experience with the world, even if what they claim is totally false. A company that wants to maintain good brand management should suppress the urge to be combative to negative reviews, and instead try to find a solution. It is best to address the situation head-on. If the review is going to put your business in a bad light- it is in your best interest to respond and act as quickly as possible to bring the issue to a close.
At LTD Connect, our team of professionals can help your business with its brand reputation management. Connect with us today to learn more about the services we offer and how we can help make your brand a leader in the industry.