Are you looking for a way to earn the trust of your customers and grow your business? If so, you should focus on your brand reputation. Consumers are faced with countless online retailers today, and it’s easy to see why a shining reputation can get more people to visit your website.
When people see your brand logo, you want them to instantly see you as a trustworthy business interested in helping customers. As you build up your reputation, you’ll see that more people will land on your site, which translates to more conversions.
Your reputation is affected by numerous factors, including primary marketing channels such as social media and email. Today, we will explore several things you can do to make sure you’re building a positive reputation around your brand.
Show Your Value
The most important thing you can do to enhance your reputation is to show your value. Many companies talk about what they do that makes them great, and that strategy works in some instances. However, you could see exponential business growth by showing visitors the value you bring to the table.
There are quite a few ways you can put your value on display in a way that’s more tangible for your audience. SaaS providers, for example, could offer a full demo of the powerful features their product offers. Instead of reading about how fast someone can build a form with your software, show them by providing a demonstration.
Another excellent way to emphasize your value is to include customer testimonials and reviews on your website. The reason this works is that someone else is showing your company’s value. New visitors can read what real customers have to say about your product or service, which can be the deciding factor when weighing your value proposition.
Research shows that reviews and testimonials work to increase sales by building social proof, which leads to trust and a positive reputation. In fact, adding these tidbits to your website can increase your conversion rate by a whopping 270%!
Engage with Your Audience
If you’re not actively engaging with your audience daily, you’re missing out on a massive opportunity to build your reputation. Consumers expect online brands to engage with them on social media, email, and on-site.
You can easily boost engagement across all marketing platforms.
For your website, we suggest enabling comments and reviews on your blog posts and product pages. You’ll notice that engaged users are likely to use these outlets to talk to your brand. Make sure your team is there to answer their questions and thank them for their feedback.
Email marketing is another marketing platform where subscribers expect to see more engagement. When you send out emails as part of your drip series, expect to get users’ responses based on what you sent. You can personalize future emails in that series, so users get direct answers to their questions.
When you make engagement personal, users are far more likely to see your brand as reputable.
Social media is another essential engagement platform. Whether you’re a small business or a massive corporation, social media engagement can yield significant results for your business. Talk to users that comment on your post, and take to relevant social media groups to talk to your target audience. Customers report that when brands interact with them on social media, they usually spend 20-40% more when they shop on-site.
Why? Because companies build their reputation when they have targeted, interactive experiences with their users.
Step Up Customer Service
Your customer service and support teams are critical for improving your reputation. If someone has questions or concerns, a strong customer service team can make the difference between a sale and an abandoned cart.
Imagine visiting a website with the intent to make a purchase. You add the items to your cart and realize that you have a question about one of the products. So, you decide to look for a way to contact customer support. You manage to find one link that says response time is 3-5 business days. Would you remain patient or find a competitor with a readily available support team?
Most people would look for a competitor because the age of instant information has drastically reduced patience among consumers.
We suggest using a mixed live chat option that includes both real customer service agents and chatbots. Your chatbot is the first line of defense. This handy tool is always in the corner of the page, so customers know they can get quick answers if they have questions.
Your chatbot should cover essential functions such as blog references and password changes. If the problem is more advanced, program your chatbot to send that customer to a live agent where they can get help instantly.
When your team answers questions in mere minutes instead of days, you’re actively building a positive brand image. People will then come to you in the future because they know you’re helpful and dependable.
Practice Social Listening
Now, let’s talk about the power of social listening as it relates to your reputation. Social listening is a strategy that involves monitoring and growing your business based on what people are saying about you and your competitors on social media.
Over 49% of the population uses social media to talk to friends, watch videos, and buy products. Tapping into what these people think about your product or your competitor can help you increase your reputation.
For example, imagine if multiple people are having conversations in a group outside of your primary social media monitoring. Within this group, consumers are talking about features that your product is missing. Don’t look at this feedback in a negative light; instead, use it as an opportunity to prove your commitment to users.
Add in the most requested features and work towards building an all-in-one package for users. You’ll find that social listening can help you identify pain points with your customers, as well as success gaps in your products or services.
There are countless ways to boost your brand reputation. The tips we’ve mentioned today are broad and can be applied to numerous industries. Think carefully about where you’re missing out on crucial opportunities to build rapport with your audience, and make changes to correct those issues.
Before long, you’ll have an excellent reputation with both new and existing customers. But remember, reputation is much easier to lose than it is to gain. After you build your audience’s trust, keep delivering on these standards, and you can expect to see explosive growth.