Brand reputation is an asset for every business .It is what supports the brand in getting an identity. Your products and services are promoted and people tend to buy your products. When you have a brand reputation, it is easy to target your customers and is the key factor for the perception of the customers in the buying process.
All companies are trying to create an ideal brand, but that is not possible. Do you need to understand what affects a brand image? What are the dangers of having a bad brand reputation? How bad brand experience can be a threat to your business?
This article covers all components of what is a brand experience and what leads to a bad brand experience.
Causes of Negative Brand Experience
According to a survey, these are the most common factors contributing to a bad brand experience.
1.Long waiting times
Have you ever felt tired and reluctant while waiting for your turn to come in a brand? Waiting is a very tiring task that customers do not like. For example, we always prefer going to a restaurant where there are small queues and waiting, so we can enjoy our food rather than sit ideal and wait.
It is expected that 1 of the 5 customers will leave the brand if they have to wait for more than 5 minutes. Long waiting is a very important cause that leads to bad brand experience. Try to create a system that is efficient and effective. Strategies must be made to assure the audience with little waiting and give them what they want as soon as possible.
The main categories are found by the topics that have the most Tweets. It creates a conversation on the platform with different Tweets from all around the world by people sharing their thoughts and views. The categories and hashtags may vary, but most of them are commonly related to:
Staff plays a pivotal role in creating a brand reputation. The workers are the people who are the first ones to interact with the customers. They are the bridge between a brand and its audience.
Imagine going to a supermarket and you are unable to find something. The first move you make is to ask the staff for help. Unhelpful and unethical staff disappoints the customers and leads them to dissatisfaction with a brand. A business must be very careful while appointing staff. They should make sure that the staff is well equipped and well behaved to drive customer loyalty and persuade them to come back again.
You always prefer going to a brand where you know you will find what you want. If a brand has unavailable stock for a long period, brand loyalty will have deteriorated with a negative brand experience. Customers will associate the brand with the unavailability of goods and services.
Customers blame unavailable stock for poor brand experience. The brand must be conscious about what they store, and what their customers are willing to buy from them. This will help in the consistency of the customers, visiting the place back and forth.
Again, staff/ workers are very important for a brand. When consumers want to make a big purchasing decision, they look for help. The staff members available can help customers with choosing what best suits their needs. However, the unavailability of staff will create a problem.
Workers must be present to assess the customers and make them feel satisfied with what they are buying. None of the customers will wait to find a staff member if they are not to be seen. Workers must be placed efficiently and effectively for customer services. This will have a huge impact on reducing the negative brand experience.
The poor store design is also a cause of negative brand experience. E.g., if you choose a restaurant to give you always look at the kind of ambiance it has. The surrounding, the people around, and the style of the place which has a huge effect on the customers. Similarly, while visiting a store you always want a place that is easy to remember and you can collect your things without wandering in the big store. This is why poor store design affects the brand experience.
Always be careful with how the store has been built. Retain customer loyalty with a presentable, and easy-going store. Help them in having the best brand experience in the store.
How does bad customer experience affect your business?
The business has evolved today; It is all about customers. Customer experience counts! Here are four determinate effects of bad customer experience on your business:
• Customer loyalty
Customer loyalty entails a scenario where a customer places blind trust in a brand and repeatedly chooses to engage with it. This behavior stems from the positive customer experiences they have encountered.
In the case of an unfavorable brand experience, customers are unlikely to revisit your brand. The result is a tarnished customer loyalty, leading to the loss of potential clients.
Unhappy customers are highly prone to exiting your brand. They will refrain from making purchases at your store and depart from the premises devoid of any satisfaction.
Social media has evolved into the most convenient avenue for sharing experiences. Individuals have a tendency to share both positive and negative encounters on social applications and websites, where thousands of people are interconnected. A negative brand reputation will result in adverse reviews on social media platforms, highlighting the unsatisfactory aspects of your brand’s services. A deficient social media presence will significantly impact the brand’s image.
• Negative word of mouth
Word of mouth is often likened to a rapidly spreading fire. When a customer enjoys a positive experience, they will share it with five others. Conversely, if the experience is negative, they will share it with ten. This illustrates the rapid dissemination of a poor brand experience, leading to a reduction in the store’s customer base. Furthermore, the brand’s sales and Return On Investment (ROI) will be impacted.
Conclusion:
In conclusion, a brand should always strive to avoid delivering a poor brand experience to their customers. In the event of unfortunate occurrences, there are always ways to rectify the situation.
A business organization can leverage software to its advantage. Technology has propelled the world to new heights. Brands can relegate physical queues to the past and harness the capabilities of virtual queues. Customers can schedule appointments and make bookings via phone, thereby avoiding the inconvenience of extended waiting times. Additionally, the selection of suitable employees is paramount. Each brand should establish clear criteria for the type of staff required. Hiring personnel who meet these criteria is essential to prevent potential issues and negative repercussions on the business’s reputation. Adequate training should be imparted to these employees, aligning their skills with the brand’s objectives and aspirations.
The paramount significance of brand experience lies in sustaining your brand’s thriving phase over an extended period. Consistency and ongoing research must be undertaken to comprehend customer preferences. A contented clientele leads to a contented you!