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The four dimensions of reputation

A good reputation is vital for companies and the self-employed. ProvenExpert.com reveals why you benefit from a top online reputation and what you need for it.

Online reputation shows entrepreneurs and the self-employed how outsiders perceive their own products, services and the company. Reviews have an important function for potential customers: they reveal whether a company can be trusted. When do we speak of a positive digital reputation? If existing and potential customers see you as credible, reliable, trustworthy and responsible. These are precisely the four dimensions of reputation.

A good reputation is only possible with trust

From an early age, people learn to trust each other: to communicate with each other, to cooperate, to enter into relationships. In economic terms, trust is a profitable feature. Only those who have confidence in your company and your products or services will enter into a business relationship with you with a clear conscience. Trust arises from a decision-making process in which all those involved weigh up the benefits and risks. Can I trust the product to deliver what it promises? Does the product or service help me to solve my problem? What advantages do I have if I choose this product instead of another? And: What risks do I take when buying if something should go wrong? – Questions like these run through consumers’ minds in fractions of a second. This is where your good reputation comes into play, which is mainly supported by online reviews. Customer reviews support the decision as to whether a company is considered trustworthy. We have arrived in a feedback economy. Descriptions of companies about themselves or their products and services no longer count nearly as much for consumers as reviews and likes from other customers and users. 56% of buyers today are influenced by online reviews before making a purchase decision. If a company has been rated and evaluated as trustworthy by other buyers, it builds up a good and stable reputation in the long term.

Communication creates credibility

Whether and how a company communicates determines how credible outsiders consider it to be, for example by disclosing all reviews or responding to reviews in a constructive and appreciative manner. In addition to politeness, correct spelling and grammar, comprehensibility, competent advice and openness contribute to authentic communication. Transparency is the top priority –whether it’s website texts, complete product information or reviews. With the help of social networks, for example, companies can make direct contactwith existing and potential customers at any time. The more uncomplicated, direct and comprehensible the communication, the more credible the company is. Customer reviews also have a positive influence in this context. As an extended means of communication, they provide customers with unadulterated and objective information. If companies provide this information on their own initiative, for example with the help of a professional evaluation platform, the company creates credibility thanks to transparency. That’s why even negative reviews help. On the one hand, they can be proof of the authenticity of the reviews, and on the other, they are a wonderful opportunity to show how well the company communicates and responds to criticism. Negative reviews are just as much a part of a credible image as transparent communication.

Taking responsibility

Even the best make mistakes. The important thing is how you deal with it. Only then do they have no or even a positive effect on reputation. A negative reputation is not primarily caused by the error itself, but depends very much on how it is dealt with. Those who respond quickly and understandingly to criticism in reviews, for example, restore the weakened trust in the customer. At this moment, the company stands up for its mistake and communicates to the critic by addressing them personally: “You are important to us.” The combination of the realization that a mistake has been made and the intention to make amends shows that the customer can always rely on the company, even when problems arise.

Increasing customer loyalty through reliability

A company, a product or a service must continuously and long-term fulfill what it promises the customer – be it fast delivery, flawless products or customer service that is available around the clock. Customers can only build lasting trust if a company fulfills its promises. Therefore, always respond promptly and in a solution-oriented manner to questions, problems and reviews. This not only strengthens the trust of existing customers, but also that of future customers. People who repeatedly have good experiences with a product or company stick with it, try out other products from the company more quickly and prefer to recommend the product or company to others. Regular customers are worth their weight in gold.

Source: https://blog.provenexpert.com/de/die-vier-dimensionen-der-reputation

Dieser Beitrag ist auch verfügbar auf: Deutsch (German)

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Published on - 13. Jan 2021
Modified on - 29. Mar 2024
Views - 44
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