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Brand Reputation Management: The Dos And Don’ts

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When it comes to your brand, reputation is everything. A strong reputation can take you places – it can help you attract new customers and clients, and it can solidify your relationships with existing ones. 

On the other hand, a weak reputation can damage your business, making it difficult to succeed.

That’s why brand reputation management is so important. Although it can be complex, managing your brand’s reputation is crucial to your success.

By monitoring what’s being said about your brand online and addressing any negative sentiment, you can protect and enhance your reputation.

Effective brand reputation management will make all the difference when it comes to growing your business.

In this blog post, we will share some dos and don’ts of brand reputation management that will serve as a guiding light for your business growth.

What Is Brand Reputation Management?

87% of the customers rely on comparative shopping when making a purchase. This shows how reputation management can make or break a business. 

Brand reputation management is the process of tracking, monitoring, and improving a brand’s reputation.

It includes online reputation management (ORM), which is the practice of managing an individual’s or organization’s online presence to protect and enhance their reputation.

The Importance Of Online Brand Reputation Management

The internet has changed the way businesses operate. In the past, a company’s reputation was primarily based on word-of-mouth.

Today, however, consumers can research a brand and its products or services online before making a purchase. This means that a company’s online reputation is more important than ever.

There are many benefits to managing one’s brand reputation.

1. Improves Customer Satisfaction

78% of customers have dropped a purchase as a consequence of a bad customer experience. 

By actively managing your company’s online presence, you can improve customer satisfaction and build trust with potential and current customers.

Showing that you are responsive to feedback and willing to make changes based on customer input can go a long way in establishing a positive relationship with your target audience.

2. Strengthens Brand Loyalty

Additionally, effective online brand reputation management can help build trust with potential clients.

Studies have shown that customers who feel positively about a brand are much more likely to be loyal to that brand.

When you have a loyal customer base, your business will be more successful.

3. Lowers Price Sensitivity

When customers have a positive image of a brand, they are less likely to be price sensitive and more likely to be willing to pay a higher price for the product or service.

It happens because they trust the brand and believe that it is worth paying a little extra for.

By efficient online brand reputation management, a company can reduce the risk of losing customers when a new pricing strategy is introduced.

The Dos And Don’ts Of Managing A Brand

In today’s business world, a strong and positive reputation is essential for success.

Reputation management is the process of actively monitoring and shaping the public perception of your company or organization.

There are many ways to proactively manage your brand reputation, but it’s also important to know what not to do.

Here are some key dos and don’ts of brand reputation management.


1. Monitor social media and online reviews regularly

When it comes to managing your online reputation, one of the most important things you can do is monitor your social media and online reviews regularly.

It will allow you to quickly identify any negative sentiment or feedback and take action to address it.

There are several online brand reputation management services you can use to help with this, such as Google Alerts, which will notify you whenever your business is mentioned online.

You can also set up search columns on Twitter and Facebook to track mentions of your business.

By using online brand reputation management services, you can regularly monitor your online reputation which is an essential part of maintaining a positive image for your business.

2. Respond quickly and professionally to negative comments or reviews

It is essential to respond promptly and professionally in case you receive any negative reviews. This will help you mitigate the damage and potentially salvage the situation. 

If you ignore the problem, it will only get worse. Your response should be sincere, apologetic, and helpful. Take responsibility for the issue and offer a solution.

Thank the customer for bringing it to your attention. Most importantly, do not take the complaint personally.

It is not an attack on you as an individual; it is simply a reflection of their experience with your business.

3. Proactively promote positive customer experiences and testimonials

When it comes to brand reputation management, promoting positive customer experiences is essential.

Whenever you receive a positive review from a customer, be sure to promote it in the right way. This will help to improve your brand’s reputation and keep customers coming back.

4. Create Engaging Content

Whether it’s blog posts, social media updates, or email newsletters, if your content is interesting and relevant, customers will keep coming back for more. This will create a positive brand image. 

If you’re looking for ways to improve your website’s content and promote a positive brand image online, partnering with 1SmartMedia is a great option.

We specialize in creating engaging content that will resonate with your audience and help you achieve your goals.


1. Ignore Negative Feedback Or Try To Cover It Up

It can be difficult to hear negative feedback but try to take it in stride and use it as an opportunity to improve. 

Keep in mind that the person giving the feedback is likely trying to help you be successful. Thank them for their candor and then take some time to reflect on what they said. 

Are there any valid points? Is there anything you can change? Don’t let negative feedback get you down – use it as a chance to learn and grow!

2. Attack Or Argue With Reviewers Or Customers Online

It’s important to remember that when you’re interacting with reviewers or customers online, your goal should be to create a positive online reputation. 

It means that even if you disagree with what they’re saying, you should avoid attacking or arguing with them.

Instead, try to find common ground and work towards a resolution. This will go a long way in maintaining a good reputation for your business.

3. Make Promises You Can't Keep

If you want to have a positive online reputation, never make promises you can’t keep.

This is because if you make a promise and then don’t deliver on it, people will remember and they will start to doubt your credibility.

It’s important to be careful about what promises you make and to only make promises that you know you can keep. 

If you’re ever in doubt, it’s better to err on the side of caution and not make a promise at all. This way, you’ll maintain your positive reputation and people will trust what you say.

4. Fail To Plan For Potential Crises

When it comes to protecting and promoting your brand, failing to plan for potential crises can be a costly mistake. 

While no one likes to think about worst-case scenarios, the truth is that they can and do happen. And if you’re not prepared, the resulting damage to your brand’s reputation can be significant.

That’s why it’s so important to have a crisis management plan in place before anything happens.

The plan should outline

  1. How you’ll communicate with your audience in the event of a crisis?
  2. Who will be responsible for managing the situation?
  3. What steps you’ll take to resolve the issue?

By being proactive and taking the time to develop a crisis management plan, you’ll be in a much better position to protect your brand’s image – no matter what comes your way.

Final Thoughts

Now that you’re familiar with the dos and don’ts of managing a brand, incorporate these points in your business plan and you will witness positive growth in your online reputation.

So, what are you waiting for? Manage your reputation smartly and nothing can stop you from being on your top game.

Frequently Asked Questions

1. What are some examples of reputation management?
Company ABC may have a great product, but if they have a poor reputation, customers will be less likely to buy from them. Therefore, company ABC may spend a lot of money on advertising and PR to improve its reputation. Another example is when a company is going through a scandal - it may hire a reputation management firm to help them improve its image. A high retention rate means that people are sticking with your product or service, which is a good sign for growth.
2. Who is responsible for brand reputation?
The company is responsible for creating a positive image. By proactively managing its offerings and online reviews, a business can make or break its brand reputation.
3. What are the key elements of reputation management?
There are four key elements to reputation management: identification, protection, correction, and monitoring. MRR = Number of subscribers under a monthly plan * average revenue per user (ARPU).

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