With a positive brand reputation, you can build and increase brand loyalty. If you want your business to grow rapidly, then it’s important that you keep your brand prominent on social media and other platforms. You need to master the three pillars of brand reputation: listening data, competitor data, and review data. Here are a few tips for mastering the three pillars of brand reputation.
Monitor and Analyze Your Current Brand Reputation
You need to use reputation management tools to assess the strengths and weaknesses of your brand’s reputation. However, it’s a difficult process; you need to work on this area to grow your business. You should assess how your services contribute to gaining a favorable reputation for customer loyalty. Following are the factors that you contribute to customer loyalty.
- Ease of access;
- Top-notch customer care;
- ● Plenty of 5-star reviews;
- Excellent handling of 1-star reviews;
- Inspiring community outreach events;
- Excellent conduct of front line employees with customers;
- Rewards for the loyalty of customers;
- Skilful handling of customer feedback;
- Good management of service or product complaints.
You need to perform a full-scale reputation audit through your online reputation management tools. You can start with a Google search and look for negative articles on your products. Remember, a single negative article can spoil the reputation of your product, and you can lose your clients. You should also assess your company’s website for the following negative factors.
- Confusing calls-to-action;
- outdated content;
- Misleading images;
- Posts that can be taken out of context.
You should review the management service of your social media profiles. These social media profiles are your tools to promote the positive brand image of your products through news and updates. You need to monitor how your representatives have interacted with customers who follow your brand. You need to determine what kind of comments you receive on social media and whether your team understands the ratio between complaints and praise.
You also need to review your SEO reputation management strategy. You need to monitor the first impression people will get when they enter their business name in search engines. You need to assess whether your team has a lasting and effective SEO reputation management service to promote positive brand perception. You should also closely monitor google reviews for any negative reviews of the impression of your product.
You can also use surveys to collect information about customer experience. These surveys will help you assess your strengths and weaknesses, and you will be able to fix the uncovered problems.
Maximize the Role of Stakeholders
You should share the findings of your brand reputation audit with the stakeholders. Remember, you can’t do it alone. Each department of your company needs to play its part in building your brand’s reputation. Collaboration with the stakeholders is the key process that will bring a meaningful change. You need to take the following steps to maximize the role of stakeholders.
- Identify the capable members that can develop an excellent reputation management strategy;
- Recognize creative and talented individuals that are experts in building a relationship with the public and investors;
- Pick brilliant managers who will manage the workflow responsible for fielding points for complaints and praise;
- Host a meeting with the selected key players and discuss clear plans for building a positive image of your brand.
Put in Place a Monitoring Routine
After identifying the problems and devising an excellent reputation management strategy, it is time to implement an effective monitoring routine. Keep in mind that it is not easy to keep up with customer reviews. You need to safeguard your brand’s reputation with a clear and consistent strategy, and an effective monitoring routine can help you in this regard.
You need to decide how often you are going to review your brand’s reputation. The frequency of reviews depends on your industry and the current events. A weekly monitoring routine is preferable, but you can also opt for daily monitoring for efficient performance.
Establish a Crisis Response Plan
It is wise to create a crisis response plan to tackle unforeseen circumstances. You need to be mentally prepared for the crisis as they can come in different unexpected forms. You need to devise a plan and assign tasks to individuals that can respond quickly in difficult situations. These individuals will be responsible for saving your business from long-term reputational damage. You need to find people who can cope with the following types of crises.
- Criticism of customers over product issues;
- Product launch fails;
- Employee or branch errors;
- Platform or sight outages;
- Global business crises.
Grab the Opportunities for Improvement
You need to utilize your business strength in building a strong reputation management strategy. You can only avail the of major opportunities if you back your business strength. You need to figure out what works for your brand and audience. Once you get the clue, share it with your team and ask them to promote it to build a positive brand reputation.
You need to study and understand the pillars of reputation management. By Analyzing the problems and chalking out a clear plan to tackle them, you can master the three pillars of brand reputation management. An excellent reputation management strategy will help you shorten your sales cycles and keep your customers loyal to your products.