Brand Reputation 101: Why Customer Complaints Are Good For Your Business

Have you bought and tried brands with much expectation of what it promises to deliver, only to find out they fall short of expected results?

It is frustrating to use products that don't live up to results. What often happens is that marketing and advertising play a role in creating hype. Whether or not this brand's claim is true or not you remains to be seen as you gather feedback from the consuming public.

After all, that is said and done, is there any hope for that product's redemption, so to speak?

What can you do to get a brand's tarnished image back on its feet and start strong again?

Today, our hosts, Airon and Jungie, tackle why a brand garners a bad reputation and people provide negative feedback about such products.

These reasons may include the following: unfulfilled expectations, misleading claims, consumers do not know the product, bad experience using the product, the product itself is not okay, and after-sales teams' mishandling of objections. 

Most of these concerns can be avoided if only necessary steps are taken to ensure complaints are appropriately taken care of. 

Catch this episode as these two engaging hosts get into an in-depth discussion of how you can turn around a brand's bad reputation. 

Here are some of the suggested steps you can take to be on top of things:

• Dig deep into the cause of the problem
• Fix your product
• Leverage on the acquisition side of the business
• Listen to feedback

What you'll learn from this episode:

• Find out the reasons why brands have bad reputations and how to manage them
• Learn what you can do to turn around negative feedback about your brand
• Hear of crucial action steps to mitigate nasty comments about your brand

Key Takeaways:

"As service provider na helping brands na kumita at makabangon, it's our responsibility to help the brand regardless kung ano reputation nya." - Jungie Gumiran

"Even if you acquire the customer nang mas mura, nang mas mabilis kasi you're running ads, even if you get that one sale, but if you cannot retain that one client or customer because of unrealistic expectations, then sayang." - Jungie Gumiran

"Kahit anong gawin mo sa marketing mo, dagdagan mo pa advertising budget mo, improve mo ung customer service mo, ayusin mo yong customer experience mo, kung di mo naman iimprove yong product mo, you will get the same result." - Jungie Gumiran

"Kunyari coach ka, and you're getting bad feedback from your students; that's the nice thing about this, they need feedback kasi. And you have to be openminded dun sa feedback na yon." - Jungie Gumiran

"Yong iba they just dismiss it as minarites ka lang, mga inggit lang yan sila, sometimes may mga ganung sitwasyon, pero may times na valid naman. Yong ego mo lang ayaw makinig kung tama ba yong sinasabi nila." - Airon de la Cruz

"Because I listen to that bad feedback, I'm not sure if it's true or not, that became the main advantage of my program versus other programs." - Jungie Gumiran

"Para di ka na dumating sa ganoong sitwasyon, ayusin mo na yong marketing mo, not to be claiming things na di naman pala totoo or masyado mo pina pump up yong expectations." - Airon d la Cruz

"Multilevel marketing is actually good business. Sa ibang bansa it really works, dito sa Pilipinas kaya lang sya nagkaroon ng bad reputation because of the way na minamarket sya." - Jungie Gumiran

"Kung nahahandle lang nang maayos yong mga objections at concerns, kaya talagang patinuin yong mga customer na maraming sinasabi sa product mo." - Jungie Gumiran

'Either misinformed lang sila or di nagagamit ng maayos yong product kaya ganun yong mga objections nila." - Airon de la Cruz

"Sa totoo lang tingnan mo lang yong FAQ section ng product mo, alam mo na agad kung bakit ganun yong sinasabi nila sa product mo." - Airon de la Cruz

"Magandang lesson na natutunan ko dun is kahit sabog na yong brand mo, people are bashing you left and right, di sila tumitigil sa acquisition." - Airon de la Cruz

Connect with Airon de la Cruz

• Facebook:https://www.facebook.com/aironfaustine 
• Website:https://learnkeme.com/ 
• Linkedin: https://www.linkedin.com/in/airondelacruz/ 

Connect with Jungie Gumiran

• Facebook: https://www.facebook.com/jungie.gumiran 
• Website:https://www.adslevelup.com/
• Youtube: https://www.youtube.com/c/JungieGumiran 
• Linkedin:https://www.linkedin.com/in/jungie-gumiran

****We love to hear from you! For comments, suggestions, and if you want to be featured on the show email us at hello@walakangbenta.com****