In the digital age, responding to customer complaints is insufficient: brands need to proactively bolster trust and credibility through reputation development. This starts with communicating with your customers where they are. Monitor social media and be ready with a prompt response. Offer online live chat to address complaints securely and privately. Next, put the power of online reviews to work for your business.
If you take your focus off you and work toward helping others, you will begin to see that keeping your reputation in the plus column is not as difficult as you would have imagined. Another way to gain a greater sense of control over managing your reputation begins when you understand why people trust you, why they like you and what they remember about you.
Brown didn't take responsibility for the mistakes of the past. His love letter to himself was about all of the ways he was wronged or misunderstood. His regrets seems to revolve around not more accurately predicting how the media and congressional investigators would spin his words, take what he said out of context, or lay blame at his door.
If 2014 will be remembered for anything in the business industry, then surely it is the online blooper. Since social media became a necessary part of business making and customer reach, the amount of mistakes that we have seen major companies make has increased tenfold, and with it, many reputations have been all but destroyed.