Whether you know it or not, like it or not, your business already has, or soon will have, (if you’re a start-up), an on-line reputation. Building brand recognition through social media, SEO, and blogging are all integral components in creating an excellent reputation online and offline. When considering reputation management, a well crafted and developed web presence is a large part of the whole picture. There is, however, one area that cannot be over-emphasized enough when it comes to creating and maintaining your reputation:
Your customer is king.
Sound simplistic? It is and it isn’t. We all have companies that we enjoy doing business with. Start asking yourself why you enjoy doing business with them. Write your answers down and you will start to see a common theme. Most likely the businesses you appreciate the most are the ones that make you and your company feel special while making your life a little easier. They are the companies that:
- are never too busy to answer your questions
- treat you as if you were their only customer
- go out of their way to personalize every interaction
- solve your problem
- don’t hesitate to refer you to someone who can help you if they cannot
- operate with a “win-win”, cooperative intelligence mindset
- own their mistakes
- go the extra mile with a smile
If your company has employees, invest in customer-centric training. Too many companies forget that their employees may be the only representation or interaction that a potential client has with their business. Companies who care, care enough to invest in their team.
No amount of on-line reputation management can compensate for bad customer service.
Don’t be too narrow minded when defining “reputation management”.
Being too narrow minded when defining reputation management could really hurt your company. It is, perhaps more native to focus “outward” on what your customers have to say about you, however, have you ever stopped to think about the amount of reputation damage one disgruntled employee could potentially cause? If you haven’t, it’s time you do. Good reputation management practices should focus on the whole picture; inward and outward while building your credibility. Contact us for more information and get started monitoring your reputation today!
Click here to read an excellent article by Stephanie E. Bor, Ph.D., assistant professor at the University of Nevada, Reno, “The Link Between Social Media Activity And Corporate Reputation”.