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Every business owner knows the importance of maintaining a good reputation. After all, their reputation is arguably the most valuable asset of any business. After all, a strong reputation will attract more loyal customers to your business. It isn’t only about increasing your traffic and conversions, but your business’ reputation also has a long-term impact on your brand’s success.
So, what affects your customers’ decision to shop from your store or contract your services? It all comes down to your business’ reputation. Here are a few things that can destroy your brand’s image, and how to avoid these kinds of fatal mistakes.
People take referrals before they buy a product. If a customer has a bad experience or if they’re treated poorly, they will never recommend you to their family or friends. Furthermore, this is not limited to customers: it’s also important to treat your staff and employees fairly. All of this has the potential to damage your company’s reputation and even destroy your business.
Social media presence didn’t matter a few years ago, but today, it has become a necessity for businesses of all sizes and types. Social media can make or break your business, as customers use these platforms to gather information about a brand, see how a business is performing, and learn what other customers have to say about your services.
You can use social accounts to collect both positive and negative feedback. However, leaving the negative comments unaddressed can cause significant damage to your business’ reputation. People will not want to shop from a store that fails to address their customers’ concerns, so be sure to reply to all negative comments, even if it’s just to say that you’ve taken the criticism on board.
You might have an excellent product, but your business won’t perform well if your services do not satisfy your customers. Customer service is as important as sales and any marketing campaign.
Businesses build strong reputations by offering excellent customer service. You need to ensure that your customers walk out the door satisfied with your product or service. You should follow up with customers to see if they liked your service, how they would rate your product, and where you need to improve.
Bad customer service sends the message that you are either unable to address your customers’ problems or too busy to handle small concerns. Your customers will lose trust in your business if they leave unsatisfied.
Inconsistency is something else that can destroy your business’ image. It’s important to maintain brand consistency across all social media platforms, websites, and other channels. When you present your brand with a similar voice, style, and visuals across all marketing campaigns — online and offline — you build brand recognition, which is a vital part of your business’ reputation.
A customer considers many factors when buying a product or service. They see how you handle daily operations, such as your workplace safety, employee protection, and parking. Customers want to know that you treat your employees well and take care of their safety concerns.
For example, poor onsite safety could be seen as a red flag. Hire a PAT testing service who knows how to pat test to check your electrical systems to ensure your systems are in good condition and your site and employees are safe.
- Not Keeping Your Promises
You should only make promises you can keep. If you offer full warranty on a product, you need to return, replace, or repair it if a customer comes across any issues. Similarly, you should clearly communicate time limits for when you will accept returns. There’s not much that will hurt your business’ reputation more than false promises.
Your customer’s time is highly valuable. If you arranged for a meeting at a specific time, don’t be late. Likewise, if you have promised deliver an order on a certain day, you must meet the deadline. If you can’t meet the deadlines, don’t accept the order in the first place. Furthermore, once you have made a commitment, stick to it. Not respecting your customers’ time can have detrimental effects on your company’s reputation.
Your website serves as a one-stop destination for your customers to learn about your products and offers. Your website should be SSL-encrypted and easy to navigate. Furthermore, it should load quickly and offer a seamless browsing experience. Your customers will use your website to judge your brand. Poor website design or a checkout system that doesn’t feel secure can negatively impact on your brand’s image.
Repeat customers are the secret to success for any business. Not to mention that customers are highly likely to share their experiences with their friends and family. Therefore, it’s important to make every effort to protect your brand’s reputation.