A positive brand image for a tow truck company can without a doubt influence consumer decision on which products to buy and which services to acquire. For any business, building a positive brand image starts virtually online. Your reputation will largely be dependent on social media and online reviews you get. Consumers will need to read about ten online reviews before they can feel they trust a brand. Since brand image makes such a big impression on someone’s decision to make a purchase, you need to consistently monitor your online reputation. Today, there are plenty of tools and strategies you can use to ensure your brand and online reputation is fully protected.
Brand reputation management
Brand reputation management refers to the process of monitoring how consumers perceive your business and taking a strategic action, when necessary, with the aim of improving your brand image. Reputation management is centered around monitoring and protecting your brand’s online reputation through reviews, social media and Google. Reputation management is a continuous process that allows you to stay on top of your brand’s public perception and addresses all possible damaging situations as soon as they occur. When you have a positive reputation, it helps in inspiring customer loyalty and significantly drives revenue and growth.
Reputation management happens when you have a plan, and here is how to go about it;
Research and audit
The first step to reputation management is research. During this stage, you will make use of the internet to discover conversations about your business and what people are saying about you. Aim to seek out different types of conversations and feedbacks that are helpful for understanding perceptions and improving reputation. You can conduct this audit from your customer reviews, on review sites and on social media. Simply search your business on Google and other different search engines. You can also search business related keywords just to get an idea of how other perceive your business.
Establish management strategy
Once you have an idea about the overall perception of your brand, you will know where you need to focus and improve on. If you find after audit that the conversation about your brand is unfavorable, you will want to employ practices that will help in improving the experience that people have with your business. The next step is to create a consistent management strategy. Regardless of your current standings, your plan is to address key things including the person to consistently monitor online conversations, and making a decision on which comments, reviews and mentions need responses.
After you have established those steps, you will need to take action based on comments, feedback and reviews you have. Understand how consumers view your brand as that would be the first step for improvements. Their criticism and pain points will direct you to areas of your business that need increased attention. Their positive comments will let you know that you are doing right and you should continue doing the same. For proper management, take action based on the comments, feedback and reviews you get so as to manage your reputation in the most appropriate manner.