Why Every Brand Needs a Reputation Management Agency

Every time a potential customer finds your brand online, their first instinct is to survey your overall reviews and feedback from previous customers. But how would they perceive your brand if your review pages are filled with negative comments? That’s exactly why you need reputation management experts— to handle controversies and criticism and build a positive brand image.

 

Once you are done establishing an online presence for your company, find a reliable social media management agency Perth like Dezign Digital, to maintain a thriving digital presence for your brand. Dezign Digital’s comprehensive range of services includes SEO, content creation, Facebook & Instagram ads services Perth, reputation management, and much more— get all social media services in one social media marketing agency Perth.

Why Does Your Brand Need Reputation Management Experts

Here are four ways in which your brand can benefit from professional reputation management:

1. Controlled Negative Publicity

The biggest benefit of having trained reputation management experts from a reliable social media marketing agency Perth is they help you manage negative comments and controversy. After all, in the era of social media, controversies spread faster than wildfire.

 

For example, in 2017, Audi landed in a huge controversy when one of its ads unintentionally compared women with their cars with the tagline “an important decision must be made carefully”. This campaign received worldwide criticism and had a huge negative impact on Audi’s brand image. After that, Audi had to issue an official apology and withdraw the ad. Slowly, the damage faded away.

 

Did you see what happened here? Any time your brand does something that receives a wave of backlash, your reputation management team, PR team, and the whole social media marketing agency Perth will together come up with a plan to mitigate the damage.

2. Appeasing Unsatisfied Customers

Just removing the blotch from your public image isn’t enough. You also need to appease the angry customers to contain the backlash.

 

For example, let's say some of your customers were unhappy with your post-service customer support and left a negative review on your site. Your obvious next step would be to ensure that this negative comment does not repel your new leads— reputation management experts will take care of that.

 

However, you also need to find a way to make it up to those unsatisfied clients. You can start by replying to their review, acknowledging their concern, and helping them in whatever way possible. This will benefit you in two ways— first, your new leads will see your reply to the angry customers and realise that your brand actually cares about them and is ready to listen to their concerns. Secondly, appeasing angry clients will ensure they don’t spread any more hate for your brand, both online and offline.

3. Building Trust & Credibility

Building trust and credibility is a primary social media service that every brand needs. The job of reputation management experts is not just to fix the one-time damage inflicted by a negative review. It's a constant process of building faith among the customers long after the controversy.

 

For example, if any action of your brand triggers a negative reaction, apologising and fixing the trigger will only appease the angry leads, but that’s not enough. You need to turn them into your loyal fans. To do that, the reputation management team constantly needs to put a positive face forward to show your customers how you have grown from that incident.

 

4. Creating a Positive Brand Image

With all the adobe-mentioned goals achieved, you will finally manage to create and maintain a positive brand image. Anyone can create a social media page for a brand; that’s not a big deal. What’s challenging is to put your brand in a positive light despite the competition and foster affinity to your brand among potential leads.

 

For example, when you use regular Facebook & Instagram ads services Perth and talk about your service online, your leads only recognise who you are as a brand and what you can offer. However, they also need a reason to choose your brand over all the other options. That’s what a positive brand image gives them— a reason.

 

In Australia, McDonald’s is the number one fast food brand despite the competition from KFC, Hungry Jack, Subway, and Red Rooster. The reason is McDonald’s has managed to create a positive brand image which makes their service synonymous with convenience, better food, and in general, worth the price.

 

That’s the purpose of a positive brand image— differentiating your service from others and showing potential customers what a wonderful experience they have with you.

Bottom Line

Social media plays are one of the fundamental digital marketing strategies for every brand, regardless of the domain. The truth is, no matter how hard you try, there will always be some customers who don’t like your service. The problem with social media is these unhappy customers can easily share their opinion online and create an utterly unpleasant image of your brand that drives away new leads. That's why you need a reputation management team so that you are always prepared to put your best foot forward.