My colleague, John Larsen, and I have worked with dozens of Olympic sponsors on crisis preparedness and response over the last two decades. And while the Rio Olympics have focused much attention state of preparation, it is easy to forget about the extraordinary behind-the-scenes efforts around crisis and security planning.
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.