August 23, 2012
Earning and maintaining a positive reputation is critical to the success of any company. Your reputation starts by providing a good product or service. But that’s typically not enough to succeed long term. In order to establish your brand you need to keep your audience engaged with compelling stories and excellent customer service. These factors become the main ingredients for achieving the oldest and most effective marketing tactic: referral marketing. Referral marketing or word-of-mouth marketing jumps into action the minute your customers share their positive experience(s) with their friends, family, or colleagues.
On the other hand, negative comments can be extremely detrimental to the health of your business. In today’s digital world, one bad customer experience can spread like wildfire when it’s shared on Facebook, Twitter, YouTube, in texts, or any of the many social media channels.
It has become extremely important to know what your customers are saying about you. And yes, they are talking about you. Customers today are looking for companies that are good listeners, fast responders, and transparent in how they do business. Maintaining a positive reputation requires a commitment to monitor and respond to your customers’ conversations. Whether you assume this responsibility yourself or hire a third-party expert, the return on the investment may amaze you.