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4 Strategic Tools for Protecting Your Brand’s Reputation for Reliability

4 Strategic Tools for Protecting Your Brand’s Reputation for Reliability

As Warren Buffett is famous for saying, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”

In that context, your company’s brand is a massive liability. It is incredibly difficult to build up its reputation, and in the world of 24/7 internet reviews and viral sensations, it can only take one misstep to completely destroy it.

If you want to protect your company’s reputation, and prove that you’re a reliable provider to both current and future customers, you need to utilize these four strategic tools.

1. Facebook and Twitter Customer Contact

When a customer has an issue, they’re going to tell friends and family. In fact, a recent study found that customers are 95% likely to share a poor experience with others. Only 85% of those surveyed could recall telling someone about a positive experience with a brand or service. In the world of smartphones, tablets and computers, that sharing is happening via social media.

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Your company needs a proactive social media policy that accomplishes the following:

  • Identify positive and negative brand mentions and interactions online.
  • Establish contact with dissatisfied customers, and thank satisfied customers for the mention.
  • Publicly invite dissatisfied customers to make immediate, personal contact with a team member that can resolve their issue.
  • Create content that positively highlights the brand’s USP’s.

2. Proactively Monitor Service Reliability

If you want to identify a hero at creating reliable customer solutions, look at Apple. The Cupertino firm leads the traditional PC manufacturers by double digits in customer satisfaction and component reliability according to Consumer Reports. This is a big part of why Apple is sitting on more cash than the US Government has on hand.

Depending on the type of company you operate, and the services you offer your customers, your needs for monitoring your reliability in real-time will change slightly. Here are a few tools to consider implementing:

  • Database Management and Monitoring Software
  • Independent contractors must be utilized to reliably survey customer satisfaction.
  • Hire mystery shoppers to test your systems and product experience.
  • Actively monitor customer engagement; repeat orders, average basket size, etc.

3. Perform Background Checks on Business Partners and Outside Vendors

When your company expands and scales, you’ll inevitably end up working with outside vendors to supplement your existing offering. As you bring on partners, carefully perform background checks to thoroughly vet potential relationships. Creating a partnership with a company that drops the ball will directly impact your company’s reputation.

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For example, Verizon, T-Mobile, AT&T and many other cellular service providers utilize a company called Asurion to administer their hardware insurance services. I can tell you from first-hand experience, working with them to fix or replace a broken phone is a nightmare. I have switched to an alternate provider on more than one occasion due to their failure to provide quick and reasonable service.

Don’t let your company fall into the trap of outsourcing to shoddy vendors. Your customers will punish you for it. It could be the thing that keeps your business from becoming an iconic brand. One of the most iconic brands, the world over, is Sir Richard Branson’s Virgin Media. The vast majority of their business revolves around licensing arrangements, which resulted from the reputation of the brand.

As a recent article points out, “Virgin’s popularity as a brand in the eighties far outstripped its market size and it achieved this simply by challenging everything that our well-established long-haul airline market was built on, publically upsetting the applecart in the process. It has stood by these values ever since and people continue to love the brand for flying in the face of the establishment.”

Becoming an iconic brand requires strong partnerships with reliable 3rd parties, especially if you’re looking to “upset the applecart”.

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4. Utilize Strong Security Software and Policies

Customer data breaches are becoming increasingly common. In 2015 alone there were 781 individually reported data breaches of customer data at a corporate level. This means hackers are able to penetrate a corporation’s firewall and access credit card information, billing addresses, names and potentially social security numbers of customers that utilize a product or service.

According to some reports, the average data breach causes at least $3.79 million dollars in damage to the companies that fall victim to these attacks. These damages take the form of lost sales, higher operating costs and customer losses due to the attacks. Don’t leave your company vulnerable to this kind of loss.

To protect yourself and your company, there are some basic protocols that can be followed:

  • Limit personal devices connected to corporate infrastructure.
  • Mandate randomized passwords that are changed monthly on all systems.
  • Encrypt corporate data before transmitting.
  • Aggressively limit employee access to internal data.
  • Insure that terminated employees lose access prior to termination.
  • Use robust hosting with powerful hardware, software and 24/7 support.
  • Educate employees on common tactics used by hackers to gain entry through phishing scams and other illegitimate means.

In A Connected World, Reputations Are Lost in A Flash

Your company and your personal reputation are incredibly important to your ability to conduct future business. Don’t let software snags, hackers, or unreliable vendors cause unnecessary damage to your brand’s reputation for providing a reliable service. You have the power to protect your company, and the four steps mentioned above offer an excellent starting point.

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Are you prepared to do what it takes to provide excellent service and protect your company’s reputation?

Featured photo credit: Cydcor via flickr.com

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Ahmed Raza

CEO of Samurais.co

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Last Updated on February 15, 2019

How to Achieve Goals and Increase Your Chance of Success

How to Achieve Goals and Increase Your Chance of Success

Does it ever feel like the things you want to accomplish always end up on the back burner? If the answer to that question is “yes,” you’re not alone. Only about 33% of people consistently work toward their goals. In some cases, their goals may seem too lofty to accomplish, or else they aren’t sure how to make a plan for them.

If you don’t come up with concrete steps to take toward your goals, they’ll remain dreams. There’s nothing wrong with being a dreamer, but being able to turn your dreams into goals you can realize will help you lead a happier and more fulfilling life.

Luckily, you can realize almost any dream when you harness the right goal-setting methods.

In this article, I’ll show you how to achieve goals and get closer you success.

1. Break your dreams down into specific and measurable steps

We couldn’t talk about goal-setting without mentioning SMART goals.

SMART goals are specific, measurable, assignable, realistic, and time-related.

Specific and measurable steps are so important because if we don’t know what our target it, how can we ever hit it?

Take all those beautiful dreams you have for yourself and make them into things you can actually do. If you want to be an entrepreneur, for example, a step toward realizing your dream might be researching what you’ll need to start your business.

Find out more tips about utilizing SMART goals here:

How to Use SMART Goal to Become Highly Successful in Life

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2. Have at least one clearly defined goal for every interest and role in your life

It’s so easy to become complacent or stagnate. We often think that our careers are the only places where we need to set goals, but we aren’t only what we do.

To make the most of your life, take the approach that you’re always learning and growing in everything you do. Anything worth doing is worth doing well after all.

Set goals whether you’re sponsoring an activity for your child, taking up guitar lessons or trying to prove your worth at work.

You’ll notice that this approach forces you to constantly develop new skills. It can also be fulfilling to put more focus and value into all areas of your life— not just the ones related to our careers.

3. Align your goals with your life’s mission, purpose and passion

Take the opportunity to do some soul-searching. What is it that you want to do with this precious life of yours?

Anything that conflicts with your life’s purpose is bound to cause discontent. Staying in a bad relationship, doing a job that goes against your values, or maintaining the status quo just because it’s comfortable are not options for you.

Thinking about your goals in this way can help you eliminate things in your life that don’t serve you. This frees up mental space that you can use to do the things you care about the most.

Many of us struggle to find the time to work on our goals, but this strategy enables you to make more time.

4. Create goals that ignite your spirit and inspire you to take action

If you can’t be fired up about your goals from the start, they might not be good goals for you.

The road to success is often tough. You’re going to have times when you might feel tired or discouraged.

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You need to feel inspired enough that you’ll be able to overcome obstacles as you encounter them.

If what you’re doing motivates you to be the greatest version of yourself, you’ll be much more resilient.

5. Write down all your goals in specific, measurable detail

This is your road map for what success will look like. The more you define what you want the finished product to be, the greater the chance that you’ll reach that vision.

When you write down your goals, you’re creating a document that you can revisit to make sure you’re on track.

When you’re in the middle of trying to achieve a big goal, it can be hard to see what’s working for you. The things you write in this step will help you stay on-message as you take your goals out of your mind and into the real world.

Don’t just write down your goals and stash them away in a folder somewhere. Take the extra step to put them somewhere where you’ll see them.[1]

If you have too many goals to post on your desk, write a summary or choose one or two steps to work on for the day. Just seeing them will keep them in the front of your mind.

6. Commit to hitting each of your targets without exception

You wouldn’t have created the target if you didn’t think it was necessary. Hold yourself accountable for taking the steps to succeed.

You can always adapt your strategy or break your targets into smaller steps if you find that they aren’t attainable as you originally wrote them.

Hitting even the smallest target is cause for a celebration. It’s a step in the positive direction. Your success will make you crave more success.

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We often make excuses when we get tired or overwhelmed. Take away the option to make excuses. You will only be satisfied with the best effort from yourself.

7. Share your goals with others to motivate each other

There’s something so powerful about people sharing their goals and dreams with one another. Doing so gives voice to some part of us that could remain hidden (and therefore never be accomplished).

When other people know about your goals, they can cheer you on and hold you accountable. When people share their vision with you, you can do the same for them.

This strategy is particularly beneficial when you’re trying to develop healthy habits. Post about your workout on social media, or do a healthy eating challenge with your best friend. You’ll be less likely to slack when temptation arises, and you’ll probably encourage someone else to reach for their goals too.

8. Set a series of daily, weekly and long-term goals, complete with starting times and deadlines

Many goals never reach realization simply because the goal-setter doesn’t check their progress. People tend to forget what they set out to do, or their goal gets crowded out by other obligations.

Forcing yourself to revisit your goals at regular intervals breaks them into smaller steps and it reminds you to think about them.

Giving yourself regular deadlines for smaller tasks related to your goals also helps you reflect on your strategy. You’ll figure out what works for you, whether your timeline is realistic, and whether or not you need additional help to stay on track.

In addition, celebrating small wins helps you stay motivated. Here’s how:

How To Celebrate Small Wins To Achieve Big Goals

9. Take 10 minutes every day to imagine how great it will feel to achieve your goals

Visualization is such a powerful tool. Some of the most successful athletes, celebrities and business people take time each day to think about how success looks and feels for them.[2] Imagining that feeling of satisfaction can be a great motivator.

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When you do meet your goals, take some time to be grateful. Thank yourself for showing up and doing the work. Be grateful when the stars align properly to help you advance to the next step.

It’s not just getting to the destination of your goals that matters. How you take the journey is important too.

10. Take an action step toward reaching your goals every day

Your goals can easily get buried in the hustle and the bustle. Even the smallest step in the right direction is still moving you forward.

Keep chipping away at the work every day and before long, you’ll start to see those dreams come to life.

Maybe you didn’t start your business today but you designed the logo that’s going to go on your website and business cards. Doing that task well is going to help you so much in the long run.

Concrete actions day by day draw your dreams out of obscurity and into the realm of possibility.

The Bottom Line

Dreams can inspire and overwhelm us. By turning our dreams into goals that we can work toward, we increase our chances of success. Things that once seemed impossible are suddenly within reach.

It’s time to start turning your dreams into goals and your goals into realities. Change begins today.

More Resources About Setting & Achieving Goals

Featured photo credit: Andrew Neel via unsplash.com

Reference

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