Understanding Brand reputation management can really help you to protect your business
Brand loyalty is critical to growing a business, retaining satisfied customers and building faith in your brand, which is ultimately what business owner’s care about the most.
Brand reputation has become a much bigger priority for businesses in recent times as online conversations about brands are now taking place 24/7 on social media, forums and blogs etc.… so it is increasingly more important to make sure that you are aware of the conversations taking place about your business and that you are contributing and adding value to those discussions.
It is really important that you are seen to be responding to positive and negative feedback!
While we wish we could, we have to accept that we cannot control what others say and think about our brands, but we can help to steer conversations and make sure that we have made every effort to present our brand in the best light, showing that we are listening and making improvements as needed.
Making a good impression
What first impression do you want your brand to portray……while you were thinking about the answer to that question, a potential client already made up their mind about your brand!
It takes less than a second to form a first impression so it is well worth considering how the look and feel of your website impacts the way people feel about your site, often that assessment is transferred to its functionality. Rightly or wrongly, many of us are visual creatures and will make snap decisions based on a colour or design before we actually look into the finer details of the product or service on offer so, try to pre-empt this by asking an impartial person to take a look at it for you and offer their first impressions.
Embrace who you are and be proud of your brand
Your brand is a combination of who you are (you and your team of employees) who you want to be (your brand values and aspirations) and so effects who people perceive you to be.
Take a close look at all your customer touch points and assess if your brand is present and consistently represented, for example:
- How you and your staff answer the phone
- Language used internally and externally to describe your brand and products/services
- Your Email Signature/Business cards/Stationary
- Product Packaging
- Your Social Media presence
- Your Website and other online listings
Your brand reputation is the responsibility of all those who work in your business!
Listen and pay attention
Understanding your reputation and making sure you are keeping up with what people are saying about you is imperative, so make sure that you are:
- Listening and paying attention to what is being said,
- Showing your customers and potential customers that you will take criticism well,
- Acting positively to change a bad situation into a good one,
- Putting your hands up when a mistake is made.
Showing you are listening and care enough to respond/act will often win the hearts and minds of those who may have doubted you.
Finally, remember, all feedback good and bad, should be seen as a fantastic opportunity for you to learn about ways to win more business, as by better understanding the needs of your customers you will make yourself accessible, personable, and customer centric, and so improve the reputation of your brand.
If you are not sure how to begin your journey of building or improving your brands reputation and would like some help getting started, web2market are here for you.
Please feel free to email me at [email protected] or call me directly on 01480 878510