Your brand’s reputation is increasingly dependent upon what your customers say about you in a wide variety of online channels, from social networks to brand review sites. However, there is no amount of marketing that can fix a reputation problem stemming from operational issues, product and customer service problems, or quality concerns. In order to ensure a great online reputation, you need to listen to what they’re saying about you and be willing to adjust accordingly. If you are what your customers say you are, you’d better ensure there are great things being said about your brand. Online reputation management, coupled with a complete digital strategy, is a step in the right direction.
Our clients hire us to remedy product and service kinks and other organizational problems at the heart of negative customer feedback. On the flip side, we help our clients rapidly capitalize on what they do well by empowering brand advocates to bolster positive digital reviews and online commentary. All of this cultivates meaningful relationships between customers and their brands, which pays off in blossoming brand advocacy.