Does Your Brand Reputation Match Your Customers’ Perceptions?

With the advent of internet reviews and social media, customers are now feeling more empowered than ever to have direct, honest and open communication with the companies they do business with. To that end, whether you’re a small startup or a company that has been in business for awhile, you’ll want to do everything you can to slowly but steadily build up your brand reputation.

Plus, one of the great things about continuing to build up your brand reputation over time is that you’ll consistently leverage benefits from it — like a ripple effect of solid customer feedback that creates a continuous cycle of improvement in your business. Here’s how to make sure that you exceed your customers’ expectations:

Master the Customer Experience

The core of a great brand reputation is built on a fantastic customer experience, so you’ll want to ensure that you have those bases covered first and foremost. That means things like:

  • Going through your shopping cart and checkout process as if you were a first-time customer, and making notes to fix any areas of friction on both desktop and mobile devices
  • Looking into ways to make it easy for customers and prospects to get in touch with you, whether it’s through social media, live chat or a combination of channels
  • Checking in with customers after the sale to see how satisfied they are with their purchases and if there’s anything you can do to help

Respond to Positive and Negative Comments Alike

Just as you might be highly suspicious of a brand where all of the comments (particularly on social media) are only positive, it’s important to be impartial and respond to both positive and negative comments alike. Not only is this a more accurate portrayal of your brand but it also adds authenticity to reviews. No one is 100% perfect all the time.

It’s also important to not get defensive about the comment, as well as to nudge the customer toward taking the conversation offline so that you can focus squarely on them in a more one-on-one atmosphere. Hashing out the details over social media is not the best environment.

The worst thing to do in this case is to simply give a generic “we appreciate your response” type of reply. This tells customers and prospects alike that “you are not important to us” and can turn other potential customers away from doing business with you.

Highlight Testimonials and Success Stories

Much of the “heavy lifting” of building your business reputation will revolve around what other people say about your company, rather than what you yourself have to say about it. To that end, make sure to highlight testimonials and success stories regularly. Create content that can serve as a case study, showing the kinds of results you were able to achieve.

There’s no stronger testament to the quality of a business than the things people are saying when they talk about it. But it’s also understandable that sometimes things go wrong and through no fault of your own, your reputation can suffer. Even if you did nothing wrong, from a customers’ point of view, if they’ve somehow felt wrong, the problem falls on your shoulders to make it right.

That’s where Workdom can help.

Reach Out if You Need Help

Maintaining a reliable, solid brand reputation is not something you can create overnight. Even a bad review, however warranted, can take time to fall off and be replaced by good ones. Sure, every bad review is a twinge of regret that your customer service wasn’t up to its regular standards, but it can be hard to manage customer expectations and ensure a flawless experience.

If you feel like you’re falling behind with your brand management and reputation, why not reach out to the advertising professionals and experts at Workdom? Our friendly, helpful marketing professionals will work with you to determine how we can best help build or improve your reputation, and our chat-based, on-demand marketing services make it easy to detail what you need and by when. This lets our team spring into action, crafting a growth strategy, generating impactful results, and taking every step to keep you informed along the way. Contact us today to learn more!


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Disclaimer: This post is for general information purposes only. It does not constitute investment advice or a recommendation or solicitation to buy or sell any investment and should not be used in the evaluation of the merits of making any investment decision. It should not be relied upon for accounting, legal or tax advice or investment recommendations. This post reflects the current opinions of the authors and is not made on behalf of Workdom or its affiliates and does not necessarily reflect the opinions of Workdom, its affiliates or individuals associated with Workdom. The opinions reflected herein are subject to change without being updated.