Your brand’s reputation is extremely important. It may be the difference between someone choosing to do business with you and moving on to someone else. Think of sites like Yelp—often a first destination for information and reviews about a business.
If negative reviews are found, such as multiple comments denoting bad service, there’s a high likelihood that you’ll pick somewhere else. People want to spend their money on things of good quality that provide positive experiences, so it’s important to monitor the way you appear online.
There are tools to do this, but who, or what, determines your brand’s reputation?
What the Industry and Your Competitors Say About You
Your online footprint is going to be a significant factor here. If you don’t have profiles on major social media platforms, your competition is going to pass you by and overshadow your business.
If you’re consistently engaging your audience, however, your competitors will know that you’re a force to be reckoned with—actual competition as opposed to just another bystander on their field.
Keep your business postings current and relevant, so that your target markets will choose you over your competitors.
If your business is responsive and provides followers with frequent updates, your target audience is more likely to be engaged and convert into customers thanks to, in large part, your apparent investment. updates a lot, in the customer experience.
Encourage your audience to choose your business by fighting for their attention rather than ignoring them.
What Employees Say About You
This is less about what your employees actually say and more about what they do. Do they interact with customers online in a timely, professional manner? Or are they slow to respond and not helpful when they attend to a customer’s needs?
The way your employees present themselves toward your clientele says a lot about your business as a whole. Keep guidelines for how to interact with customers consistent and make sure that everyone is well trained, so that if they have to help customers, that customer’s experience will be a positive one.
What Your Customers Say About You
Most importantly, your brand’s reputation rests on what your customers say about you. Customer satisfaction is what will keep people spreading the good word about your business, so it is in your best interest to keep your customers happy and frequently interacting with your business.
One bad review can spread like wildfire, so if you notice a bad review pop up, you should take the time to reach out to that customer and see if there is anything you can do to rectify the situation.
Maintaining a great reputation has everything to do with how you treat your customers, so you should always focus on making sure everyone is left with a positive thought about doing business with you.