Revista Você RH (You RH Magazine ) published a special article on the importance of reputation for companies. The magazine states that "having public opinion on your side is key to surviving an unpredictable scenario."
Harmo understands how vital it is for brands to maintain their reputation. And of course, when we see an article addressing a topic we're passionate about and pioneers in the country on the cover of a magazine as important as Você RH, we're even more motivated to continue our commitment to popularizing feedback culture in Brazil .
The cover story of Você RH highlights five essential points for companies to maintain a high reputation, in order to preserve the company's name and remain competitive in a constantly changing market .
1) Preserve Transparency: In times of social media, hiding bad news or problems is useless.
We've covered this topic several times here on our blog. A negative review of your company is actually a great opportunity to show your customers that you're attentive, keen to listen to their opinions, and ready to accept criticism and correct mistakes.
Consumers will evaluate your company based on how you handle criticism and complaints. Sweeping this under the rug is a shot in the foot. But by facing it head-on, accepting the criticism, and being honest in resolving the issue, you'll turn the situation around, and the negative review will work in your business's favor.
👉 Check out: 7 incredible opportunities you don't know you're missing out on when deleting negative reviews
2) Communication is a two-way street: inform, but also listen to people.
Don't just listen, but also respond to your customers! When a customer writes a review about your company on review sites, they're 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 get practical tips on how to respond appropriately to reviews, whether positive or negative.
3) Be consistent: keep the talk in your speeches and practices.
The English expression can be translated as: maintain coherence between words and actions. This is crucial in today's world. Consumers are increasingly attentive and demanding, and your brand is constantly exposed online. Therefore, if your company claims to listen to customers, truly listen to them, with purpose. Otherwise, consumer trust in your brand will be undermined.
4) Own up to your mistakes: apologize and show what was done so that the mistake doesn't happen again.
This is the number one rule when receiving negative feedback: always apologize and own up to the mistake. Never leave the customer without an answer about what was done or will be done to prevent this error from happening again. Practice empathy.
👉 Check out: 7 simple steps to never make mistakes when responding to negative online customer reviews again
6) Be active: identify weeds and take appropriate action.
This is one of the biggest benefits of intelligent review management. By analyzing reviews, you can detect flaws and correct them, meeting your customers' wants and needs, increasing satisfaction and loyalty .
👉 Check out: How complaints can help you build customer loyalty
Only by detecting flaws can they be corrected, so it's always best to keep reviews public, as this gives your company the chance to find out and correct the situation. Always encourage your customers to write reviews on review sites.
In this webinar on the new feedback economy , we highlight how review culture is influencing and transforming relationships between brands and consumers. If your company has already woken up to this, congratulations!
But if reviews are viewed with suspicion, believing it's better to avoid public criticism online and not respond, it's best to rethink your strategy. Either you start controlling what people say about you online and use this intelligence to your advantage, or the companies that do will get ahead of you.
Stay tuned to Harmo for more tips on how to position yourself in the digital environment to attract more customers to your business.
