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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 December 3, 2019

7 Powerful Steps to Achieve Career Success

7 Powerful Steps to Achieve Career Success

I often hear people say, “I want to be successful but don’t know where to start” or “I’ve achieved career success yet I’m not happy.” And then I ask, “what does career success mean to you?” And many have a hard time articulating their response with much conviction.

It’s common that people lack clarity, focus, and direction. And when you layer on thoughts and actions that are misaligned with your values, this only adds to your misdirected quest to achieve your career success.

A word of caution. It’s going to take some time for you to think about and work on your own path for career success. You need to set aside time and be intentional about the steps you take to achieve career success. In my opinion, this step-by-step guide is apart of your life philosophy.

1. Define Career Success for Yourself

Pause. Give yourself time and space for self-reflection.

What does career success mean to you?

This is about defining your career success:

  • Not what you think you ‘should’ do
  • Not what people may think of you
  • Not adjusting to friends and family’s judgements
  • Not taking actions based on societal or community norms

“A flower does not think of competing to the flower next to it. It just blooms” – Zen Shin

When you strip away all your external influences and manage your inner critic, what are you left with? You need to define career success that best suits your life situation.

There’s no fixed answer. Everyone is different. Your answer will evolve and be impacted by life events. Here are a few examples of career success:

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  • Work-life balance
  • Opportunities for growth and advancement
  • Feeling valued that my contributions had an impact

Now even as you reflect on the examples above, the descriptions are not specific enough. You’ve got to take it deeper:

  • What do you mean by work-life balance?
  • What do you consider to be opportunities for growth and advancement?
  • How do you like to be recognized for your work? How do you know if your contributions have had an impact?

Let’s take a look at some potential responses to the questions above:

  • I want more time with my family, and less stress at work
  • I want increased responsibilities, to manage a team, a higher income, and the prestige of working at a certain level in the company
  • I’d like my immediate leader to send me a thank-you note or take me out for coffee to genuinely express her or his gratitude. I’ll know I’ve made an impact if I get feedback from my coworkers, leaders and other stakeholders.

Further questions to reflect on to help narrow the focus for the above responses:

  • What are some opportunities that can help you get traction on getting more time with your family? And decrease your stress at work?
  • What’s most important for you in the next 12 months?
  • What’s the significance of receiving others’ feedback?

Now, I’m only scratching the surface with these examples. It takes time to do the inner work and build a solid foundation.

Start this exercise by first asking what career success means to you and then ask yourself meaningful questions to help you dig deeper.

What types of themes emerge from your responses? What keywords or phrases keep coming up for you?

2. Know Your Values

Values are the principles and beliefs that guide your decisions, behaviors and actions. When you’re not aligned with your values and act in a way that conflicts with your beliefs, it’ll feel like life is a struggle.

There are simple value exercises that can help you quickly determine your core values. This one designed by Carnegie Mellon University can help you discover your top 5 values.[1]

Once you have your top 5 values keep them visible. Your brain needs reminders that these are your top values. Here are some ways to make them stick:

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  • Write them on cue cards or notes and post it in your office
  • Take a picture of your values and use it as a screensaver on your phone
  • Put the words on your fridge
  • Add the words on your vision board

Where will your value words be placed in your physical environment so that you have a constant reminder of them?

3. Define Your Short-Term and Long-Term Goals

When writing your short-term and long term life goals, use the SMART framework – Specific Measurable, Attainable, Relevant, and Time-bound. Treat this as a brainstorming exercise. Your potential and possibilities are limitless.

How you define short-term and long-term is entirely up to you. Short-term can be 30 days, 90 days, or 6 months. Maybe long-term goals are 4 months, 1 year, or 10 years.

Here are a few self-reflection questions to help you write your goals:[2]

  • What would you want to do today if you had the power to make it the way you want?
  • If no hurdles are in the way, what would you like to achieve?
  • If you have the freedom to do whatever you want, what would it be?
  • What type of impact do you want to have on people?
  • Who are the people you most admire? What is it about them or what they have that you’d want for your life or career?
  • What activities energize you? What’s one activity you most love?

Remember to revisit your core values as you refine yours goals:

  • Are your goals in or out of alignment with your core values?
  • What adjustments do you need to make to your goals? Maybe some of your goals can be deleted because they no longer align with your values.
  • How attainable are your goals? Breakdown your goals into digestible pieces.
  • Do your short-term goals move you towards attaining your long-term goals?

Get very clear and specific about your goals. Think about an archer – a person who shoots with a bow and arrows at a target. This person is laser focused on the target – the center of the bullseye. The target is your goal.

By focusing on one goal at a time and having that goal visible, you can behave and act in ways that will move you closer to your goal.

4. Determine Your Top Talents

What did you love doing as a kid? What made these moments fun? What did you have a knack for? What did you most cherish about these times? What are the common themes?

What work feels effortless? What work do you do that doesn’t seem like work? Think about work you can lose track of time doing and you don’t even feel tired of it.[3]

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What are your desires? Try it out. Experiment. Take action and start. How can you incorporate more of this type of work into your daily life?

What themes emerge from your responses? How do your responses compare to your responses from the values exercise and your goals?

What do you notice?

5. Identify ‘Feeling’ Words You Want to Experience

Do you have tendencies to use your head or heart to make decisions?

I have a very strong tendency to make rational, practical, and fact-based decisions using my head. It’s very rare for me to make decisions using my emotions. I was forced to learn how to make more intuitive decisions by listening to my gut when I was struggling with pivotal life decisions. I was forced to feel and listen to my inner voice to make decisions that feel most natural to me. This was very unfamiliar to me, however, it expanded my identity.

Review this list of Feeling Words. Use the same technique you use for the values exercise to narrow down how you want to feel.

Keep these words visible too!

Review your responses. What do you observe? What insights do you gain from these responses and those in the above steps?

6. Be Willing to Sit with Discomfort

Make career decisions aligned with your values, goals, talents and feelings. This is not for the faint hearted. It takes real work, courage and willingness to cut out the noise around you. You’ll need to sit with discomfort for a bit until you build up your muscle to hit the targets you want.

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Surround yourself with a supportive network to help you through these times.

“These pains you feel are messengers. Listen to them” – Rumi

7. Manage Your Own Career

Not to be cynical, but no one can make you happy but yourself. If you don’t take control of your career and manage it like your own business – no one will.

Discern between things that you can control and what you can’t control. For example, you may not be able to control who gets a promotion. However, you can control how you react to it and what you’ve learned about yourself in that situation.

Summing Up

For many who have gone through a career change or been impacted by life events, these steps may seem very basic. However, it’s sometimes the basics that we forget to do. The simple things and moments can edge us closer to our larger vision for ourselves.

Staying present and appreciating what you have today can sometimes help you achieve your long-term goals. For example, if you’re always talking about not having enough time and wanting work-life balance, think about what was good in your work day? Maybe you took a walk outside with your co-workers. This could be a small step to help you reframe how you can attain work-life balance.

Remember to take time for yourself. Hit pause, notice, observe and reflect to achieve career success by getting deliberate and intentional:

  1. Define Career Success for Yourself
  2. Know Your Values
  3. Define Your Short-Term and Long-Term Life and Goals
  4. Determine Your Top Talents
  5. Identify ‘Feeling’ Words You Want to Experience
  6. Be Willing to sit with Discomfort
  7. Manage Your Own Career

“When you stop chasing the wrong things you give the right things a chance to catch you.” – Lolly Daskal

Good luck and best wishes always!

More Tips on Advancing Your Career

Featured photo credit: rawpixel via unsplash.com

Reference

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