Brand reputation management is key if you want to survive in today’s cut-throat business world. To get ahead, you need to be constantly striving to build on your brand reputation and be delivering against your brand promise.
Build a Feedback Culture
Take online reviews. Up to 90pc of customers read reviews online before they commit to a purchase. This means that you have to commit to a quality experience for all of your customers and to encourage the most satisfied customers of all to take the time to post a review about your business.
Look at tools such as the Google NetPromoter score to find out if your customers would recommend you to their friends, as this really is the litmus test to ascertain whether or not your brand reputation is strong.
You must ensure that your company buys into the approach of asking customers for feedback and listening and responding to that feedback. Smart businesses always visibly respond to reviews online, especially any challenging ones, to apologise and seek to rectify the problem. Customers know that things go wrong sometimes, and very often they are prepared to use a company again if the problem is resolved fully and to their satisfaction.
Engage Quickly
Try to engage with your customer as soon as they have had an experience with you. When a Cheltenham web design agency creates an online feedback form, this will capture your online customers. Make it immediate so that the experience is still fresh in their mind. Make sure customers can complain on your website, and make that visible to customers so that they don’t get more frustrated. Speak to http://www.ma-design.biz/ for advice.
Contact customers shortly after they shop with you, thank them for doing so and learn about their experience. An email or a phone call works well, and most customers are delighted to be asked for their views and responses. Always respond fully and appropriately to suggestions for improvement.
When things do go wrong, really address the problem honestly and find a good solution. Train your staff thoroughly and learn from the experience as a company so that the problem doesn’t occur again.
The key lies in having the appetite to always improve your business and your customer experience so that people keep coming back for more.