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Reputation Management: What Customers Expect To See

02/07/2015 Adrienne Hester

Customers are the ones who will be creating the reputation for any given business. They decide what a business feels like to them and the importance of certain things. As much ascharity quote they might like to battle it, organizations do not get to set the reputation management schedule. That task belongs to the customers. Businesses just have to adapt to what their customers are telling them. 

Charitable Giving Is a Must 

Charitable giving is a great way to form a respectable reputation. Companies should do some charitable giving whether it be a check, in-kind, or volunteer hours. “No act of kindness, no matter how small, is ever wasted” (Aesop, Fabulist). People see charitable giving helpful to the charity and the wellbeing of the community.

A Negative Stays Around For a Long Time

Whenever a company commits a faux pas it can linger in the minds of customers for a long time. It remains a black mark against their reputation. Marketwatch.com lists these examples of companies still attempting to rebuild their image,

Target is still recovering from its catastrophic data breach in 2013 while other companies are struggling due to image issues such as Abercrombie & Fitch.

What can be learned is this: customers are not fast to forget being wronged. 

It is not a fun spot to be in, nonetheless it is also one companies find themselves trying to avoid daily. Avoiding these mistakes at all costs and trying to repair the damage when they do happen are two necessities to maintain a good reputation. 

Their Privacy Is Your Priority 

credit card theftIf you want to smash your reputation to pieces, simply have a disaster in the realm of privacy like the companies reported by Network World from a report by the Identity Theft Resource Center, stating “there were 619 known data breaches nationally in business, healthcare, educational and government where about 57.9 million records related to personal and financial data were stolen or spilled due to security failures.” The article, The worst data breach incidents of 2013, goes on to share 26 of the absolute worst during 2013.  If you accidentally leak data or have data stolen from your company, your reputation will immediately be affected and it will be timely and costly to repair. This is why smart companies are investing in top flight security software. The cost of the software is so much less than the cost of a hit to your reputation.

Please contact us for more information on reputation management and how corporations can practice it.