The Brazilian magazine Você RHpublished a special article on the importance of reputation for companies. The magazine states that "having public opinion on your side is key to surviving in an unpredictable environment."
Harmo understands how vital it is for brands to maintain a high reputation. And of course, when we see an article addressing a topic we are enthusiastic about and pioneers in the country on the cover of a magazine as important as Você RH, we become even more motivated to remain firm in our purpose of popularizing the culture of feedback in Brazil.
The cover story of Você RH highlights five essential points for companies to maintain a high reputation, preserving their name and keeping them competitive in a constantly changing market.
1) Preserve Transparency: In the age of social media, hiding bad news or problems is pointless
We've discussed this topic several times here on our blog. A negative review about your company is actually a great opportunity to show your customers that you're paying attention, making a point of listening to their opinions, and ready to accept criticism and correct mistakes.
Consumers will judge your company by how you handle criticism and complaints. Ignoring them is a self-sabotaging move. But by facing them head-on, accepting the criticism, and being honest in resolving the problem, you'll be turning the situation around, and the negative review will start working in your business's favor.
👉Check out: 7 incredible opportunities you don't know you're missing by deleting negative reviews
2) Communication is a two-way street: inform, but also listen to people
Don't just listen, respond to your customers! When a customer writes a review about your company on review sites, they are communicating with you and expect a response.
Regardless of whether the review is negative or positive, always respond. Access the Simple and Practical Guide to Responding to Reviews: master this practice and check out practical tips on how to properly respond to reviews, whether positive or negative.
3) Be consistent: maintain "walk the talk" in both speeches and actions
The English expression can be translated as: maintain consistency between words and actions. This is crucial in today's times. Consumers are increasingly attentive and demanding, and your brand is constantly exposed online. Therefore, if your company claims to listen to its customers, truly listen to them, with purpose. Otherwise, consumer trust in your brand will be damaged.
4) Acknowledge your mistakes: apologize and show what has been done to prevent the error from happening again
This is rule number one when receiving negative feedback: always apologize and acknowledge the mistake. Never leave the customer without an answer about what has been done or will be done to prevent this error from happening again. Practice empathy.
👉Check it out: 7 simple steps to never make mistakes again when responding to negative online customer reviews.
6) Be proactive: identify the weeds and take appropriate action
This is one of the greatest benefits of intelligent review management. By analyzing reviews, it's possible to detect flaws and correct them, thus meeting your customers' wants and needs, increasing satisfaction and loyalty.
👉Check it out: How complaints can help you build customer loyalty
Only by detecting flaws is it possible to correct them, which is why it's always better for criticism to be public, as this allows your company to become aware of the problem and have the opportunity to reverse the situation. Encourage your customers to write reviews on review sites, always.
In this other webinar about the new feedback economy, we highlighted how the review culture is influencing and transforming the relationship between brands and consumers. If your company has already woken up to this, congratulations!
But if reviews are viewed with suspicion, with the belief that it's better to avoid public criticism online and not respond, it's best to rethink your strategy. Either you start controlling what's said about you online and use that intelligence to your advantage, or companies that do will overtake you.
Keep following Harmo for more tips on how to position yourself in the digital environment to attract more customers to your business.