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Attract the Right Job or Clientele:
Overlooked Factors to Protect Your Company’s Reputation
Building a reputation seems simple, but it is far more complicated. People form a sense of a company’s brand and reputation from multiple sources, and only some come directly from the business, its products, or its services.
Companies that fail to take a holistic view of reputation management may struggle to handle the effects of unexpected sources. Our guest blog offers insights on ‘Overlooked factors to protect your company’s reputation.
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Protect Your Company’s Reputation
Image by Geralt, Pixabay
Social Media Presence
About half of all customers read online reviews [DM1] to get a sense of the company and the product or service before purchasing. Although Google and other sites offer reviews, consumers are increasingly likely to turn to social media for more information, highlighting the importance of a robust social media presence. Companies that invest in their social media accounts can give prospective customers their first interaction with the brand. Social media management requires regular attention, such as resolving customer issues and providing positive engagement.
Ongoing Customer Service
Customer service does not end with a sale; some companies fail to remember that. Consumers often feel inundated with brand options, so they feel entitled to be choosy. ‘More than 90% of customers say they prefer to do business with a brand that offers excellent customer service[DM2],’ even if they make occasional mistakes. Continuing customer service long after purchase yields notable rewards. ‘As many as four in five customers will continue to work with businesses that resolve their complaints efficiently and courteously[DM3],’ even if they are unhappy with the original product or service.
Employee Conduct
Employees often act as the face of the company, whether they are on the clock. Good customer interactions formulate the bulk of employees’ impact on a business’s bottom line. ‘Forbes notes that about two in three customers will stop using a company’s product or service due to bad customer experiences, even if they prefer the brand[DM1] ’. A lack of employee training or an improper fit for a particular role often looks like company-wide failures to consumers, not isolated incidents. These concerns emphasize the importance of hiring the right workers for the job by using a screening company and other techniques to filter out difficult prospects.
Workplace Conditions
Ethics are not just tied to the company’s business plan or the product or service’s aims; failing to consider this can cost an organization. Although consumers may not know a company’s working conditions, they glean information from online reports, social media, and personal experiences. Consumers express a strong preference for understanding that the products they buy are created under safe and sanitary conditions for workers, and this concern extends to the workplace culture for customer service and other staffing divisions. Maintaining robust standards for working conditions can help drive customer service gains and build a strong reputation for ethical business practices.
The Behavior of Partners and Stakeholders
While businesses may be able to dismiss poor employee conduct outside of work as unrelated to the company’s reputation, they struggle to do the same for unethical behavior on the part of partners and stakeholders. The actions of people with high rank or power within the company can seem to come from the company itself, leading as many as half of customers to stop doing business with an organization after a scandal comes to light. Taking care to ensure that stakeholders uphold the company vision can minimize the risk and create a viable strategy for crisis management when it occurs.
Conclusion: Overlooked Factors to Protect Your Company’s Reputation
Maintaining a strong reputation for a company requires attention to various aspects, including those created inside and outside the organization. By implementing proactive solutions to these common issues within a business, companies can ensure that their reputations continue to meet customer expectations.
Shaquira Skarica provides the above business content. She is the Marketing Strategy Manager for PlusOne Screening Solutions, a provider of risk management and mitigation services. With over eight years of experience in the industry, she focuses on developing innovative strategies that elevate the company’s presence and drive sustainable growth.
Sources:
Blog: Ethical Dilemmas: How Scandals Damage Companies
Consumers that Take A Stand On Issues
Overlooked Factors to Protect Your Company
Quotes are by Dawn McHugh at HelpScout
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Communicate to Attract Interest
Be A Story-Teller
“Believe, Become, Empower”
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Sales Tips: Overlooked Factors to Protect Your Company’s Reputation
- Commit to your long-term vision for accomplishment(s) without deviation.
- When hurdles arise, maintain a positive mindset, as they often point us in a better direction.
- Commit to ongoing research for trends and cautions and ensure everything is in order.
- Never underestimate your novel ideas and never compromise integrity.
- Examine seemingly strange ideas from all perspectives to make a better decision.
- Walk away from those who insult you and collaborate with those who show appreciation.
- Eliminate ideas that go against your values and priorities.
- At the end of all communications, ask the other party or people if they have questions to ensure clarification.
- ‘Don’t give up – find a better way!’
- Celebrate Success!
Today’s insights are provided to help you achieve the Smooth Sale!
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