Just as your personal reputation can have a profound impact on your quality of life, your business’ reputation is the key to your venture’s ultimate success or failure. Business reputations can be particularly fragile. Negative content — true or not — circulating on the Internet can cause irrevocable damage to your brand’s image and reputation and can often trigger additional digital chatter.
This is especially true in the digital world, where customer expectations are high, and transparency is paramount. Ignoring the strong public opinions expressed on digital forums can be extremely detrimental. Companies have no choice but to pay appropriate attention to the constant chatter on social media but must also learn the art of communicating effectively on digital platforms. Businesses need to respond to problems that arise using a language that perfectly aligns with their brand and their customers’ expectations.