Reputation Management: Protecting Your Brand in the Era of Social Media

With or without the use of social media, a business’s reputation means everything. And while most if not all business owners know why reputation is important, a large chunk of them aren’t aware as to why this is so. Most people may think that it has something to do with the image your business projects to the public, but it’s more than just that.

The answer to why reputation is important is simple: perception. A business’s reputation allows business owners to get a closer look at how people perceive their business. In fact, your reputation can either open or close doors for your business.

In addition to that, it affects every part of your business, from your brand to your services and products. Because of these factors, many businesses tend to invest a good amount of money in managing and maintaining their business reputation both online and offline. However, managing your reputation is more than just putting on a happy face.

Whether you’re looking to build a reputation for your new business or are finding more effective ways to keep it pristine, here’s what you can do to help your business grow and stay ahead of the competition.

Go Above and Beyond for Customers and Employees

Oftentimes, consumers expect businesses to do the bare minimum. As long as they get their products or services without a hitch, they’re content. However, it’s more than likely that they won’t remember your service after. If you want to stand out against the competition and make customers remember you, good-old customer service is the best place to start. Make it your goal to exceed your customers’ expectations by treating your clients well, tailoring their experiences according to their preferences, actively engaging with them, and offering hands-on after-sales care.

Customers shouldn’t be the only people your business should take special care of. It’s often said that employees are the gears to a well-oiled machine; without them, your business won’t function effectively or efficiently. This is why, in addition to customers, businesses should also treat their employees well. If you’re not a good employer, it’s going to show through your employees, and if your employees aren’t doing well on the job, your customers are going to notice as well.

Not only will they eventually leave your business, but they also aren’t likely to provide the best customer service while they work with you. Remember that happy employees make happy customers, so it’s important to treat both types of people well.

Engage with Customers

In these uncertain times, customers are more likely to buy from brands that care about them and share the same values. Gone are the days of formal tones and corporate social media copies from brands when communicating with customers. These days, using a more human approach is likely to be more effective in helping your business come across as open, transparent, and most importantly, trustworthy. You can do this by actively interacting with comments and suggestions from customers on social media.

While you might want to ignore the negative comments or reviews towards your business, doing so will only backfire on you in the long run. Instead of giving bad reviews the silent treatment, consider engaging with these comments positively by apologizing for any mistakes and offering solutions that can increase the chances of a disappointed customer returning to your business and try again.


Have a Legal Team at the Ready

When you start a business, you open yourself up to the possibility of getting sued for a variety of reasons. With this in mind, having a legal team or counsel by your side throughout any legal issues or going through any legal documents like contracts and agreements can benefit your business. From corporate fraud solicitors to business lawyers, legal professionals can help make sure you don’t get sued or falsely accused of something you or your business didn’t do.

Invest in Data Security

All businesses have sensitive information such as customer data and other legal documents that can affect your business negatively if any of this information were to get out. Even one small security breach can significantly impact the reputation of your business. Fortunately, there are a variety of ways to protect sensitive data and files to reduce the possibility of security breaches and any incidents caused by human error. These include:

  • Secure hosting platforms
  • Virtual private networks of VPNs
  • Up-to-date software on business devices
  • Encryption

Monitor Your Business Regularly

Last but not least, keeping your reputation pristine includes observing what people say about your business both online and offline. Remember to do a Google search of your business’s name and media regularly to see what people are saying about your brand. It also helps to keep an eye on certain metrics, such as user demographics and engagement rates to see whether your current reputation protection strategies are effective, so you can improve on what works and get rid of what doesn’t.

Managing a business is difficult, but making sure you don’t run into trouble as you do so is difficult. But with these helpful tips and your new knowledge on the importance of business reputation, you’re sure to grow your business effectively while keeping your reputation as pristine as possible.