Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass.
In fact, after having a positive experience with a company, 77% of customers would recommend the brand to a friend.
Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As research from Salesforce’s 2018 “State of the Connected Customer” report shows, today’s buyers are more knowledgable and less loyal than ever before.
Consumers are looking for better experiences and are willing to switch brands until they find one that meets their needs. Which is why creating and maintaining a unique brand matters.
So how can companies monitor and understand consumer brand perception when they’re looking at it from inside the box? We’ll cover some tools and methods that help brands capture it.
The Basics of Brand Perception
Most of a company’s brand perception can be attributed to what the company says and how it says it.
But it’s not just messaging that steers the ship. Customers’ combined interactions with your business or product contribute to their overall brand perception too. In fact, 55.3% of consumers are loyal to a brand because they love the product. Giving out good deals and having great customer service comes next.
Customers make judgment calls about your brand when they read an online review, make a purchase, talk to employees, read a news story, or hear about a friend’s experience.
All of these interactions, combined with the messaging you control, make up a customer’s brand perception.
Why is brand perception important?
Your customers matter, and so do their opinions. Positive brand perception means consumers are more likely to choose your business over a competitor. It also means that they’re likely to bring in new customers to your business since 60% of customers will refer friends and family to their favorite brands.
Negative brand perception means they’re more likely to choose a competitor—and tell other potential customers why they didn’t choose you.
In other words, brand perception impacts your bottom line—a lot.
Companies often assume they know how their customers feel about them. After all, they talk to them and help them solve problems daily. Based on these interactions alone, companies tend to inflate brand perception, believing it to be more positive than it really is.
According to a Bain and Company study, even though 80% of companies say they provide great experiences only about 8% of customers agree. By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty.
Monitoring brand perception
If you really want to know what people think of you, start by listening. Online communities are ever-expanding and the web is dense, but there are several tactics you can use to measure brand perception efficiently.
1. Sign up for Google Alerts
No one has time to monitor the web for mentions. Google Alerts does the searching for you. If you’re not using it already, start.
You just tell Google what keywords you’d like to monitor—like your company’s name, a specific product/service you offer, or competitive terms. Anytime those keywords appear online, Google will send you an email alert.
It only takes seconds to sign up.
2. Read online reviews
According to a Brightlocal survey, 91% of 18 to 34 year-olds trust online reviews as much as personal recommendations.
People trust reviews even in the B2B space, where 92% of buyers are more likely to make a purchase after reading a trusted review.
Review sites like Yelp, Angie’s List, G2Crowd, and Salesforce AppExchange are ripe with feedback, and you can bet potential customers are reading it as they evaluate your business.
Social listening tools should notify you of these reviews and mentions, but it’s good to track reviews diligently—and encourage happy customers to share their opinions publicly.
3. Respond to social media posts
Social is steadily rising to the top of all customer engagement channels, and it will likely stay there.
In fact, 63% of customers now expect brands to offer customer service on social media platforms and 90% of social media users have communicated with a brand or business through social media.
Businesses that up their social media game can receive impressive results as people are increasingly using social media to research products they want to buy.
It’s common for your current and prospective customers to scan your social media interactions to get a sense of you’re brand’s customer care standards before making a purchase.
So make sure you read and respond to all comments, especially the bad ones, in a timely manner.
4. Survey customers
Customer surveys are one of the best tools you can use to measure brand perception. There are a variety of survey types that capture feedback at critical moments of the customer journey. Here are just a few:
A customer satisfaction (CSAT) survey measures customer health and sentiment by asking customers targeted questions. It’s usually sent after a specific customer experience—like a purchase, customer support interaction, or store visit.
Net Promoter Score® (NPS®) measures customer loyalty with a simple question: How likely are you to recommend us? The NPS survey is typically sent at specific stages of the customer lifecycle, and it’s a fantastic way to identify brand advocates or brand detractors.
Measure Your NPS Score With Salesforce
Brand perception is often a mystery to companies, but it doesn’t have to be. Companies can monitor brand perception and affect enormous change by combining customer surveys with the other tools and processes above.
An effective customer feedback program provides a constant stream of valuable insights from the people that have the greatest impact on your success: customers. It offers a behind-the-scenes look at how audiences engage and react to your brand, so you can gradually improve.