The truth is you, as a manager, entrepreneur, business owner or powerful CEO do not control your brand reputation. Your customers, employees and the public do. What you can control is taking the good things about your brand, and amplifying messages about them to your audiences. Brand reputation management is just good customer service using new technology. Don't ignore, don't mistreat it and most importantly have a plan to manage it or it will manage you.
17. Impact Stats
89%
Consumers say they stop doing business with a
company after experiencing poor customer service.
- RightNow Customer Experience Impact Report, Aug. 2013
18. Impact Stats
65%
Consumers say a management response to an online
review will sway them to choose the business or
service.
- “Think Insights,” Google, Jan. 2013
19. Impact Stats
Consumers reactions to brands responding to online
reviews.
41% say businesses care.
35%say businesses have
great customer service.
22%say businesses
are trustworthy.
- Bazaarvoice, Oct. 2013
25. Know What They Are Saying
• Set up Google Alerts for your brand
• Evaluate and select monitoring tools like:
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SocialMention
Trackur
Mention
CustomScoop
• Download and learn to use apps for your brand’s
social media platforms.
27. Stay Connected
The #1 reason consumers leave negative reviews is
because they cannot get satisfaction elsewhere.
• Have a customer service plan.
• Set a goal of responding to customer inquiries
within 30 to 60 minutes.
• Establish protocols for various responses.
• Follow up with customers afterward.
31. Build Your Reputation
• Start a blog.
• Solicit customer testimonials.
• Ask customers to Like and Follow your
company on social media.
• Offer perks to the really happy customers.
32. Build Your Reputation
• Ask happy customers to review your business
on select sites.
• Issue press releases when there is news to
share.
• RESPOND to online feedback from customers.
34. Ask For Help
• Recognize the difference between an online
complaint and a potential legal issue.
• Consider hiring a freelancer or agency to
ensure ROI and to protect your reputation.
• Don’t post in a vacuum. Get feedback on
drafts of sensitive posts.