Most people in retail will experience that sinking feeling when they know the reputation of their brand has been called into question on some level during their career. Rather than panic, let’s take a look at some tried and trusted ways to help your business recover from a brand reputation crisis.
Assess the situation
One of the earliest steps to take is to analyse exactly what damage has been done, such as what has happened and the severity of the damage to the brand’s reputation. Assess viewpoints from employees, stakeholders, and shareholders – and, of course, customers if you can – to consider their perception of the events. According to experience management company Reputation, this is of key importance. When you have a clear picture of what you are dealing with, you can begin to plan your strategy going forward.
All about communication
Most of the recovery from a brand reputation crisis will be centred around communication. Contacting stakeholders, customers, and even employees directly to explain what has happened, and what the plan is for recovery, is essential to rebuild trust in your brand. Honesty is always the best policy, as they say, so be honest in explaining what has gone wrong and what effect you think this has had on your brand’s reputation. Providing a clear step-by-step plan for what you are doing to re-establish the brand’s reputation will also be appreciated.
Enlisting the help of a brand strategy agency such as https://www.reallyhelpfulmarketing.co.uk/specialist-services/brand-strategy-agency/ can be very useful for a variety of reasons. Experts in this field can guide you through re-establishing your reputation, limit any damage from the crisis, and help you with communications relating to the event going forward.
Don’t forget your online presence
Social media can be a big asset when it comes to recovering your brand’s reputation. The influence of some well-written, well-photographed posts on Instagram, Facebook, or your platform of choice could make a significant difference in re-establishing people’s perceptions of your brand. Consider engaging with some relevant influencers to assist you with this.
