Engage with affected customers directly to manage concerns and rebuild trust
PR
Directly communicate with customers who’ve been affected to address their concerns and work on restoring their trust. While it’s a great way to build loyalty and satisfaction, it can be time-consuming and requires genuine effort.
Objectives
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Demographics
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Promotes
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Sectors
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Strategy
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Sub-strategy
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Technologies
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Channel
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| PR | Public Relations (PR) focuses on building and maintaining a positive … |
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Quick Facts
Channel
PR
Difficulty Level
Intermediate
Estimated Cost
Medium
Time to Impact
Short (Weeks)
Pros
- Builds trust and loyalty by addressing customer concerns directly and showing that you care.
- Improves customer satisfaction by resolving issues and preventing negative word of mouth.
- Enhances brand reputation as a responsive and customer-centric business that values feedback.
- Opens lines of communication, fostering a stronger relationship between the brand and its customers.
- Helps identify recurring issues that can be addressed to improve overall service or product quality.
- Reduces churn rates by ensuring affected customers feel heard and valued.
- Offers personalized solutions, making customers feel special and more likely to stay loyal.
Cons
- Time-consuming as it requires dedicated effort to address each customer’s concerns individually.
- Requires well-trained staff who can handle complaints effectively and empathetically.
- Challenging to scale this approach as the number of affected customers grows.
- Risk of negative backlash if issues aren’t resolved to the customer’s satisfaction.
- Potential for inconsistency in responses if guidelines and training aren’t standardized.
- High emotional labor for staff dealing with dissatisfied or upset customers.
- Can be resource-intensive, requiring allocation of personnel and possibly additional budget for resolutions.