5 Ways to Build & Wield your Reputation

[Virtual Presenter] Good morning everyone. Today we'll talk about how businesses can create lasting positive impressions on their customers by viewing their offerings and operations from customer's perspective. To start, I'd like to introduce our first slide - Amaze your Customers by Understanding their Journey. Let's dive in and explore how we can use this approach to keep our customers coming back..

[Audio] Businesses must recognize that "the customer's perception is your reality," meaning their offerings and operations must be tailored to meet customers' needs, preferences, and satisfaction. This concept of providing customer-focused service has been proven to be effective, as demonstrated by the success of Apple. Apple has earned a strong, positive brand perception due to its high-quality products, reliable customer service, and cutting-edge technology..

[Audio] Apple Inc. has built a reputation for crafting and offering high quality products that its customers have come to trust and value. This has created a strong customer base, as well as a sense of loyalty and appreciation from them. Additionally, the company has created user-friendly products that have been met with respect and admiration from their customers. To add to this, Apple Inc. has also created an “Perception of Innovation” through brilliant marketing and branding, leading customers to view their products as cutting-edge and modern. As a result, the company has become a leader in the field of customer satisfaction and loyalty..

[Audio] Employees are the face of a company, and should therefore present themselves in a professional manner that accurately reflects the image of the organization. They should be clean cut, outfitted with branded gear showcasing the company logo, and always have a smiling, positive face. Their enthusiasm and care for the customer and the business should be evident. It is critical to remember that the success of a business is determined by its people, so they need to be the best representation possible..

[Audio] When providing a good customer experience, the details are key. Ensure customers are able to easily access scheduling and appointments on a calendar. Confirmations and reminders of appointments further demonstrate taking customers seriously. It's important to follow up when promised and answer the phone when it rings. Enhance the experience even more with branded documents which will make the business look professional and credible. The small details will make a business stand out..

[Audio] Brands that exist solely in the virtual space need to prioritize building and maintaining a strong online presence. This can be done by having consistent branding with a professional logo and colors, a unique value proposition, and ongoing SEO. Additionally, by taking advantage of online review sites such as Google and Facebook as well as third-party lead generators, brands can make their way to the top of search engine results. Lastly, creating a supportive website, Google My Business listing, responding to reviews, and posting quality photos and blog posts will help to establish a visible presence..

[Audio] Customers expect to get quality when they pay for something - it is a fundamental principle in today's world. Companies must understand that their price can affect how their work is perceived in terms of quality, so it is important to find a balance between cost and quality. For example, customers have certain expectations when it comes to different brands like Toyota and Mercedes, with different levels of perceived quality and cost. Meeting the expectations of customers is a key factor in business success. Therefore, businesses should keep in mind that customers expect quality when they pay, and make sure to provide the right products and services accordingly..

[Audio] Every customer interaction is a chance to make or break your business. Each encounter with a customer should be a chance to give them an exceptional service experience, making them feel appreciated, respected and valued. Your employees should strive to WOW the customer and demonstrate enthusiasm and excitement for their business. Show them that they are important and valued. Be mindful of each customer interaction, as it will directly influence the customer's opinion of your company. Every interaction is a chance to gear value in the customers' eyes, never miss the opportunity..

[Audio] Maintaining a great reputation is essential for any business, and all interactions with customers, whether from customer service, sales or other teams, can affect how they view the company. Small steps like providing customer service follow-ups or taking extra time to answer customers' questions can help maintain a positive reputation. Actively managing your online reputation by responding to reviews and ratings is also vital. Whilst it may be difficult to price your products or services above the competition, doing so can demonstrate quality and value your business provides. To ensure you stand out, strive to exceed customer expectations in every interaction and make every experience one they will remember..

[Audio] Breakout rooms can boost the interactivity of virtual events and seminars. They give attendees a space to engage in small group conversations, making the learning process more dynamic and stimulating. By introducing breakout rooms, your customers gain the opportunity to talk and discuss with each other, deepening their grasp of the subject matter. Thank you..