Monitoring Market Perceptions and Responding to Reputation Threats
A positive brand image can undoubtedly influence a consumer's decision to buy a product and, for virtually every business, building a positive brand image starts online. Brand reputation management is the process of monitoring how consumers perceive your business and taking strategic action when necessary to improve your brand's image. Our Reputation Management service is centred around monitoring and protecting client’s reputation online in reviews, social media and Google. Reputation Management is largely dependent on social media and online review sites. Consumers need to read an average of 10 online reviews before they feel they can trust a local business.
Since client image makes such an impression on someone's decision to purchase, we regularly monitor client's reputation online. This is a continuous process, as it allows clients to leverage public perception and address possible damaging situations as soon as they occur. When brand reputation is positive, clients inspire customer loyalty, a significant driver of revenue and growth.
A negative reputation can be damaging to sales and customer retention, but it also helps you learn about what customers like, which can be helpful for updating business processes to better meet consumer needs. PRP always research and monitor conversations about our client business to get a sense of where their reputation stands. We follow the steps of brand reputation management plan and act on the feedback we receive from the customers.
The first step to brand reputation management is research. During this phase, we use the internet to discover conversations about client business and what people are saying about them. Aim to seek out all different types of conversations, as all feedback is helpful for understanding perceptions and improving your brand's reputation. This is done primarily through customer reviews, on review sites, on social media, Google and various search engines. Keyword management is a part of this process, wherein we search for business-relevant keywords or even the feeds the competitors.
Once we gauge the overall perception of a client’s brand, we focus on improving it. In case the conversation around the client's reputation is unfavourable, then we employ practices that will help clients to improve the experiences that people have their business. This requires the creation of a consistent management strategy. To achieve this, we perform continuous research and monitor conversations about their business online. Those already on customer-facing teams are likely the most equipped to deal with customers, like those on marketing or customer service teams. We monitor online conversation and respond to comments. With our understanding of client business engagement, we decide which legitimate comments, reviews, or mentions need responses.
Stakeholders at the time of crisis must communicate effectively with each other and try their level best to overcome tough times. We provide positive reinforcement to quell anxious stakeholders and help them overcome their inhibitions. At the time of crisis, we ensure that the management is in regular touch with the employees, external clients, stakeholders as well as media.
Responding to comments and conversations about a client is not worth it if we don’t have a consistent tone of voice. For example, if a client responds to criticism harshly but positive comments with returned positivity, it will do more harm than good. We develop a standard tone guide that the client use when responding and adhere to it. We collaborate with our Crisis Management teams to ensure our best reputation plan includes.
PRP takes required action based on comments, feedback, and reviews. We understand how consumers view our client’s brand. This is the most valuable tool for improvement and innovation. The customer’s criticisms and pain points direct PRP to areas of the client business that need increased attention and their positive comments let us know what the client is doing right and what they should we encouraged to continue doing. As we manage client reputation, acting based on comments, feedback, and reviews helps us manage client reputation as we continually make changes that customers want to see. Thus, managing client online reputation is a continuous effort. Although things may seem easy one day, rectifying a situation doesn’t mean that everything is smooth sailing from now until forever.