Reputation Management 101
- Oct 30, 2020
- By Sara Myers
Our business world is competitive. But one thing that can help your brand stand out amongst the rest is an exceptional reputation. Consumers do their research — they compare brands and products, largely by reading reviews and gaging social media activity. Thus, it is important for companies to earn a distinguishable reputation to increase customer loyalty and lead in their industry. We have gathered tactics from the best public relations agencies on how to effectively manage one’s brand reputation. Consider these three categories to improve your reputation and grow your business.
You want your brand to draw in potential customers instantly — after all, first impressions are everything! Therefore, it is important to develop a solidified and united brand, including a cohesive aesthetic, strong core values, and clear employee expectations. It is important that your social media presence aligns with your goals as a brand because this is where many people will encounter your brand for the first time. Ensure that all members are well informed and on the same page when engaging with customers.
A key aspect to reputation management is keeping up with what people are saying about your brand — positive and negative. Social listening should be an active part of your reputation management strategy. This means it is crucial to pay attention to customer reviews, listen to concerns, answer questions, dispel myths, and respond to negative sentiment immediately. Staying in tune with consumer activity will help you fine tune your business strategies and propel your brand.
The customer experience may be the most important variable in a consumer’s decision to purchase these days. Thus, it is imperative that you deliver exceptional customer service. This includes dedicating time to personalized engagements, responding to direct messages, emails, and calls promptly, and putting the needs of the customer first.
Read more on how a number of the best public relations agencies use social media as a customer service tool here!
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