Monitor and Enhance Your Brand Reputation with These Easy Steps
In the world of fashion, its harder to make sure your brand stands out from the rest. Since everyone sells pretty much the same thing online, it’s up to you and the marketing team to make sure you find a way to distinguish yourself from the competition. The best way to do that is to listen to your customers. More often marketing seems to be spilling in the customer service bucket. The more your brand listens to its customers, the more successful your company can potentially be. Here’s a few ways to make sure your brand reputation is in tip top shape.
Watch Those Comments on Social Media
If a customer directly speaks to you, or your company on any social media platform, chances are you should probably respond. It’s even more imperative to respond when feedback is negative. You can probably delete the comment if the comment is simply being belligerent, but constructive criticism should respond to in about an hour. These people have taken the time to give you their experience on your product. Not responding would just be rude, frankly. So, what are the benefits of giving great customer service? Brandwatch tells us that customers typically spend 21% more if great customer service is provided through social.
Look at Reviews on Your Site and Other Review Sites
I couldn’t tell you how many times I’ve seen retailers and brands get bad reviews on sites like Yelp. The problem is these same companies don’t take these reviews very seriously. Some companies go to the length of not wanting to put a review system on their site because they are afraid of negative reviews. The ugly truth is that if they are not speaking kindly of your products on your site, they are probably saying it somewhere else. The purpose here is to look at reviews, whether they are positive or negative. Build on those positives, and respond to those negatives. If you don’t, you could be at risk of losing business. Did you know that 60% of customers look at reviews online, but 33% of companies take them seriously? Don’t be one of these companies.
Talk With Instead of Talk At
A lot of companies (more older established brands and retailers) are stuck in the age of television, where marketers talk at customers instead of talking with customers. If you are building a brand on social media, you have to be social (duh). It’s less just scheduling posts and more creating community around your brand.