“What are people saying about my brand?” The question has been a matter of real concern for business of all kinds, operating online.
With the coming of 2016, having a strong corporate reputation online has become rather crucial than ever. As more and more corporations, firms and marketers are going online with their business, managing one’s brand reputation effectively is becoming as imperative to survive the ever growing competition.
Considering this inevitable need to manage online reputation, website reputation and personal reputation, professionals and companies specialising in online reputation management (ORM) have been passing around new strategies and tactics to bridge to the gap between your brand identity and customer perception.
Here, we have pulled together three of those innovative brand reputation management trends and strategies that would be doing the rounds this year and you should definitely be considering to help your own corporate reputation.
Surpass Customer Expectations
Defining a holistic, proactive approach to identifying opportunities and risks fundamental to your business isn’t enough to drive success. You must not only stick to your approach but raise your standard. While it’s essential to deliver what your promise to your customers, going beyond their expectations by extending thank you emails, offering special discounts and offers would be an impactful move to make.
Instant Damage Control
There are a number of digital tools to manage online reputation. Leverage those tools to help create feedback surveys following transactions to acknowledge customers’ experience with your products and services. This way, you will have great opportunities to deal effectively with negative experiences and turn them into satisfied customers.
Respond Smartly to Negative Reviews
No matter how terrible and offensive the comments and reviews about your products and services are, you must keep your brand image in mind while responding to them. Whatever you convey in your responses will directly reflect your brand image and values. So, tailor your responses to negative comments professionally while rectifying your situation immediately.
Besides, as a business, you will need to take a more thoughtful, functional approach toward maintaining a positive relationship with your audience to improve brand loyalty and recognition in the digital space. Not to forget, keep track of conversations around your brand so as to actively deal with both positive and negative customer experiences and improve your reputation.