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Reputation Management is not a new concept; almost every company takes it seriously and believes that it impacts their bottom line. Public Relations count a lot in the current scenario where instant feedback via social sites is common. All these bring new challenges and scope for every business.
Reputation management is all about managing the references, conversations, and feedback on your business. This is a world where all aspects of your business are under media spotlight. All organisations irrespective of the public or private sector should strive hard to manage their public relations with great conscience and integrity if they wish to protect their reputation.
Keypoints To Consider In Reputation Management:
Communicate With Clarity
Your brand will slowly earn a trust in the hearts of your consumer if you are taking great effort to spread a clear message. Honesty is always appreciated, if something wrong happens you’re your side then you should accept your mistake and you should give assurance that you will resolve all your defects very soon. You can’t simply mask your brand’s weaknesses as your customers are wise enough to make choices. Hiring the service of an experienced PR professional will always prove to be worthy. They know it well to play the game safe, what needs to be said where and where lays a chance for giving hype for your brand. Public relations courses help you oversee the PR activities, be it that you are planning to hire somebody, or going along your in-house public relations team.
Monitoring Your Brand’s Social Presence
The web space acts like a good platform to manage your reputation positively. It allows you to connect with your audience like never before, so you can make use of it effectively. Lots of people may talk about your brand online so always make sure to find out ‘who is saying what and where’. You need to respond quickly to criticisms; if something goes out of control you should take the lead and deal the situation wisely. For instance if you see some negative comments posted online, then you should respond and follow up in a timely manner.
Remember you need to protect the face of your brand. Sometimes a small number of mentions whether it’s positive or negative can affect your brand’s reputation. You may have invested years of hard work for building up a brand loyalty, don’t let it lose all of a sudden. You can make use of tools like Google Alerts, Technorati and Hootsuite to monitor the conversations that are happening online.
Almost every interaction with your customer counts a lot. You need to make sure that all their needs are met perfectly. You can even assign targets for your customer service staff to give more priority for customer satisfaction internally. You need to find out what people think about your brand through surveys and online communication.
Endorsement By Customers
Who can endorse your brand better than your customers? Word of mouth is really important for your brand’s reputation. You need to give some rewards for your customers for them being loyal to you. For instance you can send some freebies or even invite them to a VIP event. You need to show your love and thank your customers for their support. You need to utilise the potential of digital space to the maximum for this purpose. If they are treated well then they will talk about their good experience with your brand online. This really helps in projecting a positive image for your brand.
Build Good Relationships
You need to work more towards building good relationships by spending quality time with your company’s stakeholders, financers, employees and shareholders. Be open to their needs and grievances, act more friendly towards them. When a crisis occurs, ultimately they will be the ones who support you and help you to resolve the situation.
Attract Media So That You Receive Good News Coverage
Even your company is not affected with some bad reputation; still you have to work on getting some news coverage. Your brand featured in a newspaper, magazine or radio channel is something great when compared to advertisements. This is because your customers knew it well that you are not paying for the space but media has covered you as there is something worthy about you. You can invest in community service activities; it will definitely provide you a positive image which you are looking forward.
You need to invest more time and money for reputation management as it always brings you good returns. Hiring the service of a good PR agency for your digital and creative pr needs will always prove beneficial for you. This is because they will manage search engine optimisation and build a positive social media presence for your brand. They will handle all those negative remarks about your company and respond well to the public and Press. Work hard towards maintaining a goodwill and loyalty; you will gradually see success approaching you.