When developing a business many focus on getting paying customers and delivery but lose site of the most important asset, the “brand”. Your brand is the perceive value from your business and how others feel about your products, services, and people.
A brand’s perceived value needs to be an anticipated positive experience that drives sales so that you can compete effectively with in your target market. If you fail to protect your brand’s reputation than finding the right employees and vendors to work with you will be difficult.
While investment into systems, intellectual property, brick and mortar, and talent management are crucial in protecting your business there are still several types of people that can ruin your brand’s reputation.
Often the front-desk person is the first line of communication as prospective customers enter your business and first impressions are vital. If the person answering the phone or greeting customers at the door isn’t dressed neatly and greeting the visitor by name for an appointment with a friendly smile than tone for the entire experience has been lost. There should be no other distraction greater than misrepresenting your brand’s values by not putting the customer first.
The founder of the any business played a huge part in how the business and the value proposition were formed and therefore should closely match with the values of the business represent. Acting outside of what customers perceive might cause suspicion and skepticism around your brand’s reputation.
A Human-resource representative is a senior management position that recruits, interviews, and on boards employees. The person must always conduct him or herself in a professional manner and refrain from reckless behaviour or speaking ill of the employer being represented. Someone who is unsatisfied with an employer is not a good fit for your brand and could be toxic when customers, investors, or key stakeholders are involved.
Surveying customers is an essential tool for gaging indication of satisfaction. Unhappy customers voicing complaints or frustrations over social media can be very damaging to your brand’s reputation.
Training your front-line staff, managers, and online team to be aware of indications of displeasure from your customers ensure protective reputation manage instead of reactive measures
Although many businesses consider vendors as service staff, in reality, they have remarkable influence over how your brand is perceived in the larger marketplace.
You must treat vendors with respect since they have the ability to affect pricing and delivery times, and success with in larger marketplaces.
Your competitors are evaluating your brand constantly to find any areas of weakness and opportunity so don’t give your competitors ammunition to negatively affect your brand. Form respectable relationships with industry influencers who will speak positively about your brand and leave a positive impression with employees both current and former.
Your brand has the power to inspire and influence customers online both and offline regardless of whether bloggers, journalists, or other media sources is saying about your brand. If something is printed negatively about your business or brand than refrain from retaliation and instead consult with your team to respond with the best strategy that reaffirms your brand’s positioning statements.
Building healthy relationships with the media who have an interest in your industry will be fundamental in repairing the relationship in the event that something published leads to misunderstanding or hurt feelings.
Providing a consistent experience and being mindful of all segments of your business will help protect your brand’s online reputation management. Already have a decent reputation than consider protecting it through preventively measures using online reputation management (ORM). It takes awhile to establish a trusted relationship with customers and only a few moments to ruin it. Our offline reputation management and online reputation management services can act as insurance in the case of negative feedback by always generating credibility and authority. Before an issue arises.
Do you use Offline Reputation Management or Online Reputation Management (ORM) to help protect your reputation? Have you got any Online Reputation Management (ORM) tips and tricks to share with other business owners out there? If at any time you get stuck or need further assistance than feel free to contact us with any questions or concerns.