Your customer’s perception of your brand will, for obvious reasons, play a key role in your long-term success. After all, a positive perception means that they’re more likely to continue to pay for your products or services, as opposed to turning to one of your competitors instead.
It also means that they are more likely to recommend your brand to others, which, in turn, can help you to grow your customer base. After all, “70% of consumers believe the opinions of other consumers” over any information that is related to them by a brand/employee.
With that in mind, here are some top tips that you can use to improve your customer’s perception of your brand, taking your business to new heights.
Photo by Clay Banks on Unsplash
Develop a loyalty scheme that they’ll actually want to be a part of.
Loyalty schemes are a great way to strengthen the relationship you share with your customers, as it means that you are both benefiting from their repeat custom. In fact, “84% of consumers say they’re more likely to stick with a brand that offers a loyalty program.” However, it’s important that your loyalty scheme amounts to more than the occasional discount, as this will hardly incentivise long-term support!
Upgrade your product packaging.
When first starting out, product packaging is likely something that you put little time or money into. After all, the product itself is more important than the way in which you transport it. However, poor-quality packaging could damage your customer’s perception of your brand, as it makes you appear unprofessional. It could also mean that your products are damaged during transit!
As such, now is the perfect time to upgrade your product packaging. This will elevate the shopping experience on behalf of your customers while also boosting brand awareness!
Hold your hands up when you’ve done something wrong.
While you cannot expect to receive positive feedback from every customer, you should not immediately disregard a negative review as a “one-off.” If someone is unhappy, take the time to figure out why. This will help you to repair a damaged relationship, especially if you put a solution in place to resolve the issue. After all, it shows the customer that you care about them on an individual level, as opposed to treating them as a way to earn money. By responding publicly to negative reviews, you’re also showing potential customers that you’re willing to hold yourself accountable – which, in turn, will improve their perception of your brand and the people behind it.
Update your website.
Focusing on improving your website is another great way to improve your customer’s perception of your brand. Again, this comes down to the fact that it makes your business appear more professional! There are many different ways in which you can upgrade your website.
For example, you should ensure that your site is optimised to function correctly on all devices – from mobiles and tablets to laptops. This makes it easier for customers to navigate their way through your site without any issues, which, in turn, could increase sales and conversion rates.
You should also ensure that your website is as up-to-date as possible. For example, you should make it clear when certain products are out of stock. This makes it easier to manage customer expectations, as they aren’t able to place an order for these products!
Figure out what your customers actually want from you.
Unless you possess the ability to read minds, it’s unlikely that you know exactly what your customers are thinking. However, focus groups gave you an opportunity to delve deeper into their minds and gain a better understanding of what they want from you or your brand.
For example, by providing them with the opportunity to let you know what you are doing right (or wrong), you can then determine your next best course of action. Say, for example, they are unhappy with the level of customer service they currently receive, you could provide your team with more comprehensive training, elevating the level of customer service you offer. This, in turn, will improve their overall perception of your brand!
Final Thoughts.
In short, there are many different steps you can take to improve your customer’s perception of your brand, even if you have experienced a difficult few months. From developing a killer loyalty scheme that rewards repeat purchases and referrals to asking them outright what you can be doing better, working to strengthen the relationship you share with your audience will help you take your business to new heights.
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