How To Manage Negative Brand Reputation

In the era of social media, it is easy to influence and change public opinion. Reputations are fragile, and it requires creative planning to maintain especially when people have a platform to share their experiences and viewpoints. You can get negative feedback on social media no matter how good your product is or how well your team operates. Developing a brand image is a very crucial part of marketing. It may take years to build a positive brand value and trust, but one small mistake can damage all the efforts. 

Here are some simple tricks to manage or fix your reputation:

1. If there is any negative comment on social media, it is significant to acknowledge the problem and apologize instantly by having a perfect action plan.
2. Establish an online crisis-listening program that can manage hit blogs and online media to capture spikes in a negative discussion.
3. Using social media to explain consumer misunderstandings, decrease overall complaints, and at the same time create brand fans.
4. To assist in making an informed decision, have analytics in place. Traffic spikes from websites such as Reddit, where users can offer anonymous content, which signals the emergence of a potential crisis.
5. Track complaint networks for workers.
6. Using predictive models that provide the steps to follow for the handling of possible problems when a topic appears online or anywhere else.
7. Make sure to take complaints offline as well, if possible. Resolve the customer’s issue as soon as you can so that it is less visible online.
8. Always remember that a satisfied customer will inform 5 persons, an unsatisfied customer will tell 10, whereas a customer whose problem was resolved will tell 20. Thus, apologizing and resolving is the perfect way to attract more customers.
9. Rather than making excuses, tell the customer what went wrong, explain to them the whole issue.
10. Understand what aspects of the complaint you are willing to correct. Use the feedback to lure in more customers.
11. Positive feedback from influencers can increase any problems with the image.
12. Build subpages with quality from your website.
13. It is beneficial to show concern to your loyal customers by rewarding them with gifts and discounts.
14. Be patient because building a reputation takes time and re-building takes an extra effort. 

The internet has changed people’s perceptions as well as their buying behavior. At this time, it becomes important for brands to maintain a good reputation and healthy relations with their customers.