The reputation of a brand is the perception that users or consumers have regarding a certain brand, that is, how the brand is perceived either positively or negatively by different factors such as: experience, sensations or emotions of their own or even other people.
Taking care of the reputation of a brand is vital because it makes the difference between growing and gaining more customers or declining and losing those potential customers.
This becomes more relevant when it comes to social networks because it is a medium that allows sharing truthful information or misinformation almost in real time.
Practical example to understand crises
Imagine that you are one of platzi's community managers and you made a political post on twitter that reflects your point of view and personal position regarding a presidential candidate since there are currently votes in your country.
You intended to make the publication in your personal twitter account but by mistake and of course without bad intention you made the publication in platzi's twitter account, you immediately realize the mistake and proceed to delete the publication.
Thinking that everything is fine and that nobody noticed the tweet you continue with your publication schedule responding normally until you start to notice many mentions alluding to what you had previously published and begins the discussion around this deleted tweet with messages quite risen in tone and some even attacking Platzi.
Faced with this situation, what would you do about it? Start evaluating possible solutions to this crisis, remember that the goal is to change the public perception from negative to positive because the reputation of the brand in this case Platzi is at stake and do not limit yourself in the way you will solve the situation, consider involving other teams if you think it is necessary, the limit of the solutions is in you.
Analyze the situation carefully and comment in the comments panel what would you do in this situation and don't worry about the answer you share, as the way to approach a problem can have many approaches and therefore many solutions.
Contributed by: Karla Lorena Cordón Trejo
Want to see more contributions, questions and answers from the community?