Gaining reputation, earning the respect of both competitors and other players in the market, establishing trust-based communication with the target audience is a difficult process that requires investment, time, patience and continuity.
But reputation is also very delicate; a misunderstanding, not being able to manage the crisis properly, not being able to intervene on time, etc. For many reasons, corporate reputation, dignity can disappear in an instant. For this reason, corporate reputation should be worked on every day, crisis plans should be prepared and proactive approaches should be adopted strictly. In this article, we have listed the basic, simple and effective methods for brands that want to protect their corporate reputation. The steps that brand managers should always remember and take in corporate reputation management are as follows;
Identify Your Current Brand Perception
Brand perception is one of the issues that should not be missed in the crisis communication section of communication strategies. You should investigate how the organization’s employees, business partners, customers and all other stakeholders view your current brand perception. Perceptions are quite difficult to understand, sometimes there may be consequences that the managers do not like, but being aware of the perceptions will help you solve problems when you encounter them.
Be Transparent, Honest and Fast
In any case, provide accurate information, no matter how bad the situation is, never try to change, hide or manipulate facts. Admit your mistakes, show that you are trying to fix them. In the digital world, follow this step, social networks can be very cruel to brands that do not show themselves as they are.
Be Consistent in All Your Operations
Use a common language in each of your corporate events, employees’ statements, press releases, product promotions, and how many activities you have. Try to create a single picture within the framework of consistency and totality.
Listen to the Voice of the Target Audience
Do not consider complaints to your company as a customer service problem or a topic that needs to be dealt with. Examine all complaints received and try to resolve them. Remember, your target audience doesn’t just tell you about their problems, they also share their experiences with the people around them.
Train Your Whole Team on Crisis Management
A common language, attitude and integrity are very important in crisis communication. To ensure this, make sure that your employees are properly informed beforehand and will behave correctly in crisis situations.
Take Action Before a Crisis
Track your brand’s perception, actions, and results moment by moment. You should meet face to face with your partners, talk to people, follow your competitors and your industry. You can check all the news about you by getting media monitoring services.
Avoid Fancy Expressions In A Crisis
Avoid technological or fancy statements when reporting on a crisis. Do not use the coldness and formality of the corporate language in your statements. Explain in the most simple way the causes of the problem and how it can be solved in casual language.
Take the Right Response to Negative Rumors
Crises may have a domino effect, and you may have to deal with more than one problem at the same time. To avoid this, ensure the correct flow of information. Provide accurate informationwithout defending it, confess if negative but true news is coming out about you. Denial will keeppeople from forgiving you in the long run.
If you would like more information or support regarding crisis management and protecting your corporate reputation, you can contact us.
Dwt Mandalina / Nurettin Yay / Head of the Agency