When handling your business, one of the things you should focus on is your online reputation. In the world of business, reputation crises are inevitable. It happens to all of the rising businesses. Reputation management is important in maintaining the loyalty of your customers.
88% of business owners see crisis and reputation risk as one of the top business concerns. Your brand’s reputation is as important as the brand itself. When a reputation crisis happens, it is important to take careful actions to rebuild your brand’s image in the eyes of the public. If you do not know how to recover your business’ reputation, you may end up losing assets and a lot of money.
Why is a Company’s Reputation Important?
A company’s reputation is important because a strong and positive brand reputation attracts more people. A business with good standing is perceived to have better quality products and services. They have more loyal customers because companies with a good online reputation are trusted to provide a better experience to their customers.
So how could your business recover after a major blow to your brand reputation? Here are five ways to recover your brand’s online reputation after a crisis:
1. Analyze the Intensity of the Damage
The very first step you need to do is assess the severity of the situation. Take a step back and analyze what caused the crisis and the intensity of the damage. In order to know how to measure a company’s reputation and its damage, you must quantify how it affects all of the parties involved, from the employees to the stockholders. This way, you will be able to grasp all the negative effects this crisis can have on the company.
During your first assessment, identify the root cause of the crisis. The brand reputation crisis is surely going to be posted and talked about online, so you have to keep track of the situation on Google and other social media platforms. Keep track of your sales performance as well to make sure that you have everything monitored and under control.
By doing a thorough analysis of the situation, you will be able to provide accurate responses to all of your customers and media inquiries. It is important to react and provide a consistent statement during your brand’s recovery journey.
2. Set Realistic Goals
Always get ahead of the reality and gravity of the situation. In thinking of different approaches to rebuilding your reputation, make sure that you set realistic expectations for the possible results of your recovery process.
After setting realistic expectations and attainable goals, start planning all the measures of recovering your brand’s reputation. Ask yourself important questions that will help you get a better hold of the situation: Should I refrain from posting on social media for a while? How do I check a company’s reputation? Does the repair start from internal business changes or should I start with my online reputation? What is the most realistic timeframe before my brand recovers from this crisis?
By setting goals and expectations, you will be able to identify the root of the problem and all the resources you will need to start the recovery.
3. Carefully Plan Your Media Communication Strategy
The main goal of reputation management is to regain the trust of your customers by shaping the public’s perception of your brand. Some businesses try to leverage the media by releasing a public statement and picking the right person to do so. Understand the impact of handling the media’s perception of your company.
There are some cases when you don’t need to leverage the media. Sometimes, hiding from plain view is a more applicable approach. If the news about the issue is still fresh, refrain from responding to media inquiries until you can communicate better. Monitoring the situation is crucial during this time in order to find the best time to talk to the media and clear your brand’s name.
4. Maintain Transparency
Rebuilding your online reputation is a battle between you and all the negative content about your brand. In order to regain the trust of your customers, you will have to revise or even remove some of your content and start publishing positive content that will turn the situation around.
Always remember that the recovery of your brand’s reputation depends heavily on your content delivery. Provide assurance and be transparent with your customers so you can deal with how the reputation crisis affects them.
5. Rebuild Customer Trust
Your customers’ trust is one of the important factors of having a successful business. Having loyal customers requires trust and harmony. That’s why it must be your top priority to regain their trust to be able to get your company back on its feet. Bring back all the positive feedback you have acquired in the past to establish that your brand delivers positivity and high-quality products and services.
Speak to your customers and remind them of all the milestones that contributed to your current success. One of the things you need to focus on is assuring your customers of your commitment in meeting their needs.
Reputation management is important in keeping your company’s name trusted and recommended. At Advanced Digital Media Services, we will empower, build, and defend your brand’s reputation. With our team of experts, we will help you reach your goals and establish a strong online presence. Call us now!