This doesn’t necessarily have to be because the reputation management was bad; it could be because of business factors.
This is even truer 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 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.