CMOs: 3 Must Dos to Protect your Brand's Reputation in a Digital World

As CMO you know how crucial building a positive reputation to building consumer trust and engagement with your brand.   Business success depends on it.  "As a graduate student in Northwestern's Medill Integrated Marketing Communications [IMC] program with an interest in digital, I have found two insightful articles on protecting your brand's reputation in a digital world."  

CMOs like you know how crucial building a positive reputation to building consumer trust and engagement with your brand.   Business success depends on it!  "As a graduate student in North western’s Medill Integrated Marketing Communications [IMC] program with an interest in digital, I have found two insightful articles on protecting your brand's reputation in a digital world." Here are to insightful articles that will be of interest to you.

The Article “Dealing with Angry Social Media Users with these 4 Easy Tips” is by Peter Roesler provides effective tips that can help you handle customer complaints and protect your brand reputation in the digital environment. One recommendation is to deal with customer complaints offline. (http://www.inc.com/peter-roesler/deal-with-angry-social-media-users-with-these-4-easy-tips.html).  You may connect with peter @webmarketing007.

The second article, “How to Survive the Customer Apocalypse,” is by Alan Trefler. The article provides insight on how to protect your brand’s reputation from the negative sentiments of dissatisfied customers.  Some of the suggestions are about making sure that people, technology and organizational process support customer needs.   (http://chiefexecutive.net/survive-customer-apocalypse).

Based on the two articles, here are three recommendations to protect your brands own reputation.

 

1.  Become a customer centric culture.  Make sure that every part of your business including shipping, operations, and accounting focuses on the customer and has the ultimate objective of exceeding customer value and expectations.
2. Take advantage of social media.  Participate in social media to engage in two way conversations with your customers.
3. Consider Social Monitoring Tools. Use social monitoring tools to help manage your on line reputation.

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