登录查看更多内容

What are the best ways to regain customer trust after a brand crisis?

由人工智能和领英社区提供技术支持

A brand crisis can happen to any business, big or small, and it can damage your reputation, credibility, and customer loyalty. Whether it's a product recall, a social media backlash, or a legal dispute, you need to act fast and smart to regain customer trust and restore your brand image. Here are some of the best ways to do that.

在这篇协作文章中查找专家回答

由社区从 4 条内容中精选。了解更多

1 Acknowledge the problem

The first step to recovering from a brand crisis is to acknowledge the problem and take responsibility for it. Don't try to hide, deny, or blame others for what happened. Instead, be transparent, honest, and humble, and apologize sincerely to your customers and stakeholders. Explain what went wrong, how you are fixing it, and what you are doing to prevent it from happening again. Show that you care about your customers and their feedback, and that you value their trust.

添加您的观点

Viola Mboneko Rusoke (MCIM)

Sales &Marketing Aficionado People| Planet| Profit. Ambassador
举报内容
Every business needs a standard operation procedure for crisis management. If a company has safety procedures to manage accidents then brand crisis sops are a must have. These can be built overtime and developed to manage present brand risks. Such as reputation risks. Brand abuse. Et al. The job of marketing[brand manager] is to have a glimpse of a the past, present and future risks. These must be shared across CFTs. (All departments) so that all are aware of how to act in a crisis. There is software that will listen in across plartforms to share this feedback that can come off as a brand crisis.

已翻译

赞

2 Communicate effectively

The second step to recovering from a brand crisis is to communicate effectively with your customers and the public. Don't go silent or avoid the media, but don't over-communicate or make promises you can't keep either. Find the right balance and frequency of communication, and use the appropriate channels and tone. Be consistent, clear, and concise, and avoid jargon, technicalities, or excuses. Address the most common questions and concerns, and provide updates on your progress and actions. Listen to your customers and respond to their comments, complaints, or compliments.

添加您的观点

3 Rebuild your reputation

The third step to recovering from a brand crisis is to rebuild your reputation and re-establish your brand identity. Don't let the crisis define you or overshadow your strengths, values, and achievements. Instead, focus on highlighting your positive attributes, stories, and testimonials, and showcase your social responsibility, ethics, and quality. Reinforce your brand message and personality, and demonstrate how you are different and better than your competitors. Engage your customers and stakeholders with relevant, useful, and engaging content, and offer incentives, discounts, or rewards to encourage loyalty and referrals.

添加您的观点

4 Learn from the experience

The fourth step to recovering from a brand crisis is to learn from the experience and improve your processes, policies, and practices. Don't repeat the same mistakes or ignore the lessons you learned from the crisis. Instead, analyze the root causes, the impacts, and the feedback you received from the crisis, and identify the gaps, weaknesses, and opportunities for improvement. Implement changes, innovations, and solutions that will enhance your performance, quality, and customer satisfaction. Monitor your results, measure your progress, and adjust your strategy as needed.

添加您的观点

5 Seek professional help

The fifth step to recovering from a brand crisis is to seek professional help if you need it. Don't try to handle everything on your own or rely on your internal resources only. Instead, consult with experts, advisors, or consultants who can help you with crisis management, communication, reputation management, or legal issues. They can provide you with valuable insights, guidance, and support, and help you avoid or mitigate potential risks, challenges, or pitfalls. They can also help you leverage your strengths, opportunities, and resources, and help you achieve your goals.

添加您的观点

6 Be proactive and prepared

The sixth and final step to recovering from a brand crisis is to be proactive and prepared for any future crises that may arise. Don't wait for another crisis to happen or assume that you are immune to it. Instead, anticipate, prevent, and plan for possible scenarios, and develop a crisis management plan that outlines your objectives, roles, responsibilities, actions, and resources. Train your staff, test your plan, and update it regularly. Build relationships with your customers, media, and influencers, and cultivate a positive brand image and reputation.

添加您的观点

Hailey M. Clark

Creative Marketer | Empowering Small Businesses | Driving Growth, Amplifying Brands & Boosting Revenue | GovAI Coallition Individual Member | @ThisOldHagMarketer
举报内容
Honestly, this step needs to be much higher. In fact, it needs to be number 1. It's the age old saying "failing to be prepared is preparing to fail" in practice. It doesn't matter hard you try, if something can go wrong, it probably will at some point. In this day and age with the constant stream of information going back and forth between business and customers, not having a crisis plan is like swimming in the ocean without a life jacket or a boat. You CAN do it, but you'd be foolish to. Having a crisis plan enables you to do the following: 1. Be able to respond quickly in an emergency 2. Control the narrative from the first sign of trouble 3. Be able to calm stakeholders and consumers early in the crisis 4. And so much more.

已翻译

赞

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

María José Franco Gómez

| Director | Estrategias Gerenciales | Direccion de equipos | Marketing Digital | Closer de Ventas | Inbound | Outbound | Customer Experience | Google Ads | Google Analytics 4| SEM | SEO | CRM | B2B |B2C
举报内容
En el dinámico mercado actual, donde los consumidores cuentan con múltiples opciones, recuperar la confianza y la credibilidad de la marca se vuelve crucial para establecer relaciones sólidas con los clientes. Generar y mantener esa confianza es esencial para el éxito a largo plazo de las empresas.

已翻译

赞
Juan Camilo Manzano

Te ayudo a escalar y monetizar tu marca personal convirtiéndola en tu proyecto más rentable | Negocios Digitales | Closer de ventas | Escríbeme la palabra MARCA en un mensaje y evaluamos cómo te puedo ayudar!
举报内容
En mi experiencia como host de Airbnbs, recibíamos mejores calificaciones cuando cometíamos un "error", que era premeditado, lo solucionábamos con rapidez y además dábamos algún detalle adicional (botella de vino), en comparación a cuando entregábamos ese detalle adicional de entrada, solo por recibirlos bien en su llegada. La crisis entonces permite resarcirnos. Dar la oportunidad de escuchar a los clientes, pedirles nuestras sinceras disculpas, solucionar las dificultades que se presentaron y regalarles detalles que no se esperan para volverlos a enamorar. Que vean el interés por escucharlos y que sí nos interesan como clientes. Al menos vamos a lograr cambiar la perspectiva negativa que tenían de nosotros por una positiva.

已翻译

赞

Advertising

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best ways to regain customer trust after a brand crisis?

1

2

3

4

5

6

7

1 Acknowledge the problem

2 Communicate effectively

3 Rebuild your reputation

4 Learn from the experience

5 Seek professional help

6 Be proactive and prepared

7 Here’s what else to consider

Advertising

给文章评分

感谢您的反馈

更多Advertising相关文章

更多相关阅读内容

What are the best ways to regain customer trust after a brand crisis?

1

2

3

4

5

6

7

1 Acknowledge the problem

2 Communicate effectively

3 Rebuild your reputation

4 Learn from the experience

5 Seek professional help

6 Be proactive and prepared

7 Here’s what else to consider

Advertising

给文章评分

感谢您的反馈

查看其他技能