A company’s reputation is a vital part of its success or failure. A lot rides on it and any neglecting it can have terrible consequences for your business. A company’s reputation reflects how your employees, investors, shareholders, and public see your brand, but for the sake of this article, we will focus on the most important group – consumers. After all, it is their trust that you need the most and their opinion of your reputation is what really matters. If your customers think well about your brand, so will other important groups. Here are some strategies that can help you achieve that.
Make Your Website Awesome
Your website is the first thing your customers see when they look up your brand. If it is badly organized, impossible to navigate, or lacks content, they will automatically assume the worst about your company and your reputation with them will take a hit it may never recover from. Make sure that your site is easy to search and that it contains all the relevant content, like user manuals or spare parts lists. If you allow online purchases, make it easy for customers to order, instead of forcing them to jump through hoops. One by one, these things seem small and insignificant, but when a customer encounters several small problems in a row, they are likely to just give and give their money to the competition instead.
Invest in A Good Social Media Team
The days when you could have your cousin’s kid be in charge of your social media accounts because “they are good with computers” are long gone. Managing social media has almost become an art form and people who do it for living are extremely good at it. Many people will make an opinion of your brand based on your social media presence and your reputation is directly linked with it. Maybe you can’t afford to have a pro handle them, but make sure you get someone who knows what they are doing, even if that means spending a bit more than you have planned.
Encourage Your Customers to Leave Reviews
Back in the day, we had word of mouth as a primary marketing tool. Today, we have something even more potent, online reviews. They can make or break any business on the planet. It is no wonder why in iGaming online reviews are so important, as they can either bring thousands of new players or completely ruin a website’s reputation. For example, AskGamblers review website is the perfect example of transparency and honesty, when it comes to customers. They are that important and that is why you want your customers to write them as often as possible. Encourage them in every way you can and make it really easy for them. That way you will get a steady influx of good reviews that will in turn create more sales. This positive spiral can do wonders for your reputation and your bottom line.
Deal with Bad Reviews
Bar reviews will happen. It is not a matter of “if”, only of “when” and you best be ready to deal with them. Here are some stats for you, in case you have any doubts. Almost 90% of all customers read reviews before making a purchase. 97% of them will always read a business’s response to a bad review. That means they are interested in your side of the story and are ready to listen to you. That is why it is so important to always respond to a bad review. Even if it was caused by your action, even if the review in question is entirely your fault, respond to it. If you have nothing else to say, just apologize and promise to do better next time. At least that way you will come off as sincere and your reputation won’t take too big of a hit.
Ask and Respond to Feedback
A lot of companies ignore one of the greatest assets they have at their disposal, their customers’ feedback. This is a group of people that have already bought your product and they are in an ideal situation to give you an honest opinion, something you can’t always get from a focus group of market research. Ask them what they like and dislike about it and try to understand their reasons. In general, people like to be asked about things that are important to them, so your reputation will only grow. Some companies manage to make a situation even worse by asking for feedback, but never following up after it or even responding to it. This is a sure way to have people think less about your brand and should be avoided at all costs.
Work on Your Public Image
The quickest way to increase your reputation is to polish your public image. And no, we don’t refer to some meaningless corporate events that nobody cares about. Those are a waste of time and money and quite often have the opposite effects, since people see how phony and fake they are. Instead, do some research and see what issues are important to your target demographic. Then you can choose your actions based on that and select causes that they are passionate about. Not only will this increase your reputation, but it will also help you build your brand’s identity, which will in turn strengthen your reputation even more. One thing to avoid is making empty gestures. As we said before, they can backfire terribly, hurting your company’s reputation. Think long and hard before taking an action and make sure that your customers support it.