Brand Reputation Management
The process in which the consumers’ responses towards the business are monitored and take required actions to improve the brand name of the business. Some of the prime factors that are involved in protecting the brand reputation management are Google, Social Media and Reviews.
Brand reputation is considered a very important aspect for consumers to make their purchases or to build that trust factor. Maintaining a good brand name is a continuous process since it creates a positive impression on the consumers and what better platform can enhance brand building than online?
Strategy Plan for Reputation Management
Since reputation management is a consistent process, following the below key points will help keep up with consistency:
Analyze and Audit – Thorough research has to be done about your business brand through various social media platforms, review sites and also on Google by just searching for your business domain online. Various conversations and comments (both positive and negative) have to be extracted to analyze them to know how different or the same the customer’s perceptions are. From the collected audit, check for improvements and work on building brand reputation. For more improvements, keywords analysis and competitors’ feeds can also be checked.
Strategy for Managing Consistent Reputation
Upon completion of the analysis, it is important to take the required actions by considering both the favorable and unfavourable responses of the consumers. The actions or strategies implemented should be in the favor of improving the brand reputation such as:
Assigning a team of people to your business, preferably the ones who will be more active in customer care services or marketing will be able to cater to the strategically needed reputation management. The assigned team should be able to perform constant research on various conversations created by customers on various platforms and also should be good in their responding skills to ensure the customers get the required answers to their conversations.
Knowing well what comments to respond to is very important. Some of the conversations may be purposely negative since the trolls intend only to spread negativity. Such comments should be completely ignored since the sole purpose of their creation is to tarnish the built reputation. So avoiding fake comments and focusing only on real interactions will be helpful to enhance the brand’s reputation. Make sure to respond to the negative comments too where the concern is very genuine and can be responded to and rectified too.
Responding neutrally to the received customer responses makes a huge difference in building the reputation. If the positive and negative responses are treated differently with a different tone of responding then it is more harmful than appealing. It is important to set a standardized tone to respond to the comments and keep the same tone consistent regardless of the situation.
Actions Taken to Be Based on Reviews and Feedback
The brand value increases or decreases depending on the customers’ point of view. They make or break your brand. The criticisms given by the customers should encourage you to give immediate focus towards the changes that need to be made and similarly should give relief on seeing the positive comments given by the customers.
The above strategies are to be strictly followed for the smooth sailing of the business; Consistency is the key here so ensure to keep a constant tab on the variations in the customer feedback.
Benefits of Brand Reputation Management
Quickens Responsive Actions
Identifying the areas of improvement with the help of strategies makes space for taking required actions and making responsible decisions within a time limit on whether to focus on attracting new customers in another locality or to focus on enhanced marketing skills to improve the trust factor to increase the sales with the current customers.
Creates a Stabilized Work Environment
A company culture that is stronger internally and externally reflects on its workforce and having clarity on the reputation and the goals that are set on achieving in brand management will help in choosing the best of the employees who are dedicated to achieving the required results. This is reflected in brand management too when it is strategically achieved by the workforce who are very clear with the requirements.
Retains Loyal Customers
Having a strategy to maintain brand reputation management knows that the base for a good brand reputation is all about retaining loyal customers for the long term and focusing more on marketing strategies to enhance sales. So retaining brand trust is the key to reputation management.
With good strategies and many brand reputation management tools, it is easy to create and retain a good reputation for your brand name.