This doesn’t necessarily have to be because the reputation management was bad; it could be because of business factors.
This is even more true if your business is larger businesses. They want to know they mean something to you. Try using a system that’s automated systems that can follow up with them. You may also provide feedback form with their purchase.
Make sure you are a personable on the web. Posting tweets and status updates will not work unless you don’t communicate with your followers. Answer questions that are asked of you; do this as soon as you possibly can. If a question is asked that you don’t know the answer to, let them know that you’re looking for an answer.