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.Advertising
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.Advertising
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”.Advertising
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.Advertising
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
Last Updated on June 26, 2019
10 Things You Should Do If You’re Unemployed
Regardless of your background, times today are tough. Uneven economies around the world have made it incredibly difficult for many people to find work.
Regardless of age and qualification, stretches of unemployment have affected us all in recent years. While we might not be able to control being unemployed, we can control how we react to it.
Despite difficult conditions, there are many ways to grow and stay hopeful. Whether you’re looking for work, or just taking a breather between assignments, these 10 endeavors will keep you busy and productive. Plus, some may even help push your resume to the top of the next pile.
Here’re 10 things you should do when you’re unemployed:
1. Keep a Schedule
It’s fine to take a few days after you’re finished at work to relax, but try not to get too comfortable.
As welcoming as permanently moving into your sweatpants may seem, keeping a schedule is one way to stay productive and focused. While unemployed, if you continue to start your day early, you are more likely to get more done. Also, keeping up with day to day tasks makes you less likely to grow depressed or inactive.
2. Join a Temp Agency
One of the easiest ways to bridge the gap between jobs is to find temporary work, or work with a temp agency. While many unemployed people job hunt religiously, rememberer to include temp agencies in the search.
While not a permanent solution, you will be in a better position financially while you search for something permanent.
3. Work Online
Another great option if you’re unemployed is online work. Many different sites offer a variety of ways to make money online, but make sure the site you’re working for is reputable.
Micro job sites such as fiverr, as well as sites that pay for you to take surveys, are all quick, legitimate options. While these sites sometimes offer lower pay, it’s always better to move forward slowly than not at all.
4. Get Organized
Unemployment is an excellent opportunity to get organized. Embark on some spring cleaning, go through old boxes, and get rid of the things you don’t need. Streamlining your life will help you dive head first into the next chapter, plus it helps you feel like your unemployed time is spent productively.
Much like organizing your life, another good way to keep yourself enthusiastic and healthy is to exercise. It doesn’t take much to get slightly more active, and exercise can help you stay positive. Even a walk around the block a few times a week can do a lot for keeping you motivated and determined. If you take care of yourself, you can make the most of this extra time.
Volunteering is an excellent way to use extra time when you’re unemployed. Additionally, if you volunteer in an area related to your job qualifications, you can often include the experience on your resume.
Not only that, doing good is a true mood booster and is sure to help you stay optimistic while looking for your next job.
7. Increase Your Skills
Looking for ways to increase your job skills while unemployed is a good way to move forward as well. Look for certifications or training you could take, especially those offered for free.
You can qualify more for even entry level positions with extra training in your line of work, and many cities or states offer job skills training. Refreshing your resume, and interview and job skills may make your job hunt easier.
8. Treat Yourself
Unemployment can be trying and tiring, so don’t forget to treat yourself occasionally. Take a reasonable amount of time off from your weekly job hunt to recharge and rest up. Letting yourself rest will maximize your productivity during the hours you job search.
Even if you don’t have extra money for entertainment, a walk or visit to the park can do wonders to help you go back and attack your job hunt.
9. See What You Can Sell
Another good way to bridge the gap between jobs is to sell unused possessions. eBay and Amazon are both secure sites, but traditional garage sales are a fine option too. Sell off a few video games, or some electronics, for some quick and easy cash while you figure out a permanent solution.
10. Take a Course
Much like training and certifications, taking a class can be a good way to keep yourself sharp while unemployed. Especially when you’re between jobs, it can be easy to forget this option, as most courses cost money. Don’t forget the mass of free educational tools online.
Keeping your brain sharp can help you stay focused and may even help you learn some new, relevant job skills.
The Bottom Line
While unemployment numbers are still high, there are many things you can do to better yourself and move forward. While new skills to aid your job hung might seem out of reach, there are plenty of free ways to get ahead, online and off.
Additionally, don’t forget that taking time for yourself can do wonders for keeping you productive in your job hunt. While it is a challenge, don’t give up–being unemployed can offer you extra time to better yourself, and possibly grow more qualified to find work.
Featured photo credit: Resume – Glasses/Flazingo Photos via flickr.com