The top 5 brand reputation tips for  businesses
According to a study by the World Economic Forum, on average, more than 25% of a companyâs market value is directly attributable to its reputation.
Brand reputation management has become a bigger priority for companies, especially in the age of online fluid engagement with brands.
Maruapula Brand has compiled key brand aspects that you should follow in order to keep your brand reputation in check:
Accountability is key: Be accountable for what your business does and how it does is. This includes assuring that the right person is delegated to attend to dilemmas relevant. Avoid misrepresentations and customer service bombs by assuring that the correct person with key product knowledge and empathy handles relevant conflicts (internally and externally)
Have clear processes: Once we have the âwhoâ sorted out, the correct processes must be channeled in order to retain the brand consistency in language, image, customer expectation and most importantly the business mandate.
Customer experience is the glue: The ordeal may be a brand reputation disaster - but it doesnât always have to be. This can be used as a learning curve or an opportunity to create a compelling customer experience. The experience is what relays the brand promise and story more vividly. Therefore, all your contact points require intentional efforts to ensure that the brad image and what the customer experiences are aligned.
Follow up: Reputation is what people will continue to say about your business when youâre long gone. Remember to check in for clarity and a mode of extracting insights for future references. Follow up on all relevant parties and encourage them to share their views on how to grow the brand or business. In allowing them to do so, enables them to take ownership of the brand perception and tell a more favourable tale.
Show that youâre remorseful or have learnt from your lessons: A pompous brand repels healthy brand engagement. It is better to nurture the brand advocates. When your business knows better, it does better. Therefore itâs beneficial to have the company reflect these lessons through their products, customer service, communication platforms and other key contact points.
Donât Confuse Reputation With Brand. Remember that people buy from people they know, like and trust.
Though focusing too much on reputation at the expense of the brand can lead to product offerings that are inferior and irrelevant within in the market because emphasis is not placed on an accurate value proposition.
Relevancy, Differentiation and Legitimacy. This will enable stakeholders and processes that reinforce credibility and respect within the organization. This is to be consistent with the promise made by the brand.