This post is one in a series designed to help SME businesses benchmark their business and create a best practice business improvement plan across all of their business processes. You can find the links to the full series here.
In this day and age, working hard and being honest is not enough. It’s a must nowadays to keep track of how your customers feel and what people are saying about you, especially online. One thing hasn’t changed and that’s the human element, particularly in circumstances where someone believes they are in the right and they demand to have their concerns responded to and acted on immediately.
Reputation Management is key to staying on top of this. The consequences of doing nothing or not even knowing in the first place can be enormous and in some cases devastating. Unfortunately, and it’s a bit like tabloids, people believe everything they read on the internet. That’s why it’s crucial to be on the front foot with the management of your reputation.
How does your business measure up?
Review your business against this best practice benchmark now
BEST PRACTICE BENCHMARK: Our Customer Relationship system includes a clearly defined reputation management process which ensures that our brand profile and reputation are fully protected. #Customer-relationships #Risk
Here’s a checklist to help you determine how well your reputation management processes meet this benchmark.
- Our design & content has an identifiable voice and tone that aligns with our brand and the expectations we set for our customers.
- We have a clearly defined business attitude and persona/s that align with our target market.
- Our business employs and trains people who are a cultural fit to the attitude we portray to the market
- We have a strategy for retaining customers
- We have a unique way of rewarding loyal customers
- We have a customer service philosophy
- We have a customer pledge or guarantee
- We have a well researched and documented understanding of what a ‘superior product’ is to our customers
- We have a process to evaluate and measure customer satisfaction
- We engage our customers across multiple online platforms in a way that seeks to learn from them and improve our product
- We monitor all online communications and seek to respond in a timely manner to positive and negative feedback where appropriate
- We have templated messages ready to respond to different types of customer complaints
- We have a social media policy for all online communications
- We regularly conduct staff reviews
- We grow our staffs’ knowledge base by regular training sessions
About the Author
SEO and Digital Marketing Specialist
Musician turned Entrepreneur Ian Hopkinson is a Digital Strategist with expert knowledge from development through social media to SEO and analytics. The Mad Scientist Digital concept was born in the Silicon Valley out of the revolution Napster and the Internet created in the music industry. A professional musician since age 10, Ian toured Europe and recorded with iconic Australian musicians. He was working in the US when the the tidal wave hit – and he found he had the skills and the passion to ride the wave and have great fun doing it. His enthusiasm led Ian’s Californian community to label him a digital “mad scientist” and send him in to advise startups in a range of industries. He realised that he was an entrepreneur and a digital creative.
Ian returned to Australia to live and work, building Mad Scientist Digital to help local and global businesses navigate the disruptions of the digital revolution.