Posted on February 28, 2013 ยท Posted in General

Taking a proactive approach to reputation management is vital in the modern world of business. There is far more transparency for commercial operations now that consumers can submit comprehensive service and product reviews online. Even employees can vent about undesirable working conditions.

Given the accessibility of this information, consumers are currently paying far more attention to what others have to say about the companies they are using. In fact, they are now using the available insights to make important buying decisions all of the time. For these and other reasons, you must make a continual effort to proactively build and maintain a positive image for your endeavors.

Why Reactive Reputation Management Does Not Work

The average consumer is spending an increased amount of time online. These individuals are known for their fleeting attention spans given the wealth of web-based content that is available to them. If your response to negative issues is purely reactive in nature, not many of the people who matter are certain to see it. They will have already moved on to more interesting things. This is the sad reality of online information sharing.

Topics that are controversial and often damaging to the reputation of commercial entities tend to generate the greatest amount of interest. Because of this, it is more essential than ever to preserve your good standing with your customer base. Once your image becomes tarnished, you will have few online opportunities to gain the attention of the audience that has been impacted by your negative publicity.

Giving Your Employees Incentives to Do Well

The rising costs of living have made consumers more sympathetic to the plight of everyday workers. More shoppers want to use companies that treat their team members well. There is another aspect of this reality that must be considered. Happy employees are often eager to provide good service, while those who remain under-appreciated and underpaid are not.

When you provide your staff with valuable incentives for keeping your customer satisfaction rates high, the benefits can be two-fold, at the very least. Productivity and accountability will increase and you will be less likely to alienate prospects and consumers who relate to the needs and demands of mistreated staff.

Creating the Right Online Forums for Consumer Feedback

People are less likely to take their complaints about your business to public forums if they can have these things resolved in a timely fashion through internal pathways. Make sure that your clients know how to reach out to you when problems arise and allow follow-up on complaints and customer service requests.

It is far better to lose a small bit of money while attempting to satisfy a difficult customer than it is to suffer losses in terms of goodwill. Making an effort to appease disgruntled clients before they feel forced to vent their issues to the world is the best way to preserve the long-term health of your business.

Addressing Areas of Concern

It is never enough to simply refund a client’s cash when a service has failed or a product has malfunctioned. This is a short-term solution to a potentially lasting problem. Instead, you must have quality control measures in place that allow you to identify why these issues have arisen and to correct them in a permanent fashion. While people appreciate money-back guarantees, they ultimately want to get what they paid for and what they were expecting when handing their money over in the first place.

Being Cognizant Of Your Visibility

You have to remember that your business is constantly subject to scrutiny and that this scrutiny can be posted and published via many different online platforms. Rather than attempting to hide issues, be upfront with your market and let them know what you are doing to resolve these things. Not only is this one of the best forms of proactive reputation management, but it additionally helps you to build a truly trustworthy business image and one that few things can tarnish.

Author Bio: Joshua Turner is a writer and blogger who creates articles related to business. In this article, he offers tips on how to keep a positive reputation as a business, such as keeping employees and clients safe with a fire science bachelors degree.