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Top 3 Reputation Management Best Practices in 2024

“Strategically cultivating and maintaining a strong reputation, both internally and externally, has to be a top priority for nearly all business leaders today.”

Leslie Gaines-Ross, chief reputation strategist in-residence at Weber Shandwick.

In 2015, Volkswagen got in trouble with the revelation of their deceit in diesel-emission tests. This scandal resulted in sharp decreases in brand trust, and the company lost billions of dollars. 

Brand reputation is defined as the overall impression of stakeholders about the company, either through direct or indirect interactions. More than 95% of consumers assert that their buying behavior changes after a bad experience with the company. 

So, in today’s competitive and ever-changing market, building trust and ensuring brand reputation is essential to stand out in the market.

Figure 1. Factors contributing to brand reputation.

Source: PRNewswire

Here are the top three practices of reputation management:

1. Automate your reputation management operations

As companies grow, the data to be analyzed also grows exponentially, making it impossible to manually analyze a brand’s reputation through different channels.

As you should consider many metrics to manage your brand reputation, automating the operations through AI-powered methods can help your business in many ways, such as it: 

  • reduces your workload
  • makes the processes more efficient
  • saves time
  • minimizes human error
  • gives you better insights into the factors influencing your reputation

2. Monitor your online presence

Social media is a great source to understand how people think or feel about your brand. A recent study shows that social media’s emotional word of mouth influences investors’ decisions. Investors decrease their stakeholdings when there is an increase in negative emotional word of mouth such as anger, fear, or disgust. 

Figure 2. Useful online sources to check for brand reputation.

Source: Media toolkit

So, by monitoring your online presence, you can understand customers’ sentiments and develop strategies that ensure a good brand reputation. Businesses should keep in mind that this is not a one-time activity but a never-ending process.

Check our comprehensive article on social media sentiment analysis

You can also check out our data-driven list of sentiment analysis services to find out which option satisfies your company’s needs.

3. Improve customer experience

Figure 3. How ratings affect customer behavior.

Source: NiceJob

Even though every company aims to provide a good customer experience, few can achieve it. A recent report shows that more than half of businesses believe their customers are satisfied with the service, and only 15% of customers agree. So, to reduce the discrepancy, companies should leverage analytical techniques to understand their customers and improve customer experience with tools and methods such as:

You can check our article on digital transformation in customer experience for a more comprehensive account.

Feel free to contact us if you have further questions regarding brand reputation management:

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Cem Dilmegani
Principal Analyst
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Cem Dilmegani
Principal Analyst

Cem has been the principal analyst at AIMultiple since 2017. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month.

Cem's work has been cited by leading global publications including Business Insider, Forbes, Washington Post, global firms like Deloitte, HPE, NGOs like World Economic Forum and supranational organizations like European Commission. You can see more reputable companies and media that referenced AIMultiple.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised businesses on their enterprise software, automation, cloud, AI / ML and other technology related decisions at McKinsey & Company and Altman Solon for more than a decade. He also published a McKinsey report on digitalization.

He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech company Hypatos that reached a 7 digit annual recurring revenue and a 9 digit valuation from 0 within 2 years. Cem's work in Hypatos was covered by leading technology publications like TechCrunch and Business Insider.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

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