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What do you do if your conflict resolution is damaging your brand reputation and customer perception?

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Conflict resolution is a vital skill for any business, but it can also have a negative impact on your brand reputation and customer perception if not handled well. How can you avoid or minimize the damage caused by disputes, complaints, or disagreements with your stakeholders? Here are some tips to help you maintain your brand integrity and trust while resolving conflicts.

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Cracios Clinton Consul

Diretor de Marketing |Branding| Green Marketing |Estratégia| Inova??o| FMCG |Digital mídia 360| B.I.,|…
Tamara Kramer

I brand fine foods & beverages ? founder FROM BLAND TO BRAND | Brand strategist & Art director | ex-bitpanda
Jonathan Hoffsuemmer

Marketing Exec | Author (Message Market Fit)

1 Identify the root cause

Before you jump into solving a conflict, you need to understand what caused it in the first place. Is it a misunderstanding, a mismatch of expectations, a breach of contract, or something else? By identifying the root cause, you can avoid making assumptions, jumping to conclusions, or blaming others. You can also tailor your response and communication to address the specific issue and the needs and emotions of the parties involved.

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Cracios Clinton Consul

Diretor de Marketing |Branding| Green Marketing |Estratégia| Inova??o| FMCG |Digital mídia 360| B.I.,| ESG,|Sustentabilidade
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To resolve conflicts, it's not enough to understand the causes. That's relatively easy to understand. What makes all the difference is understanding the profile of the people involved, and the right time to negotiate. We live in a time of polarization, and social media is largely to blame for this. But people become much more aggressive if they think they're being watched by thousands of followers.... then. Good conflict resolutions necessarily need people who are mature enough to negotiate. The right moment and the right approach. Haste can only worsen the degree of friction and make any agreement unviable. After all, a bad agreement is better than a great fight...

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Carlos Fernando Hernández

Creating video ideas that make small businesses stand out. We aim to bring your brand consistency and growth.
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If your process to solve a conflict gives you more problems than solutions, you need to understand, and listen to be able to identify the issue raised by your actual or potential customers. Once the problem is clear, check if your process to solve a conflict is align with the why of your brand, and if it does not, adjust and implement. But if the problem is outside of your brand influence, recognize it, and explain your limitations.

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Zaid ?? S.

Brand Positioning Coach + Ghostwriter helping your skills and ideas find their unique space through strategy and content.
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If the conflict is being dealt with publically online then act maturely, professionally and try to divert the discussion to a more private channel. Get to an agreement, in a way that minimizes your loss and gives both parties some satisfaction. Amplify the agreement of resolution to the public. Once resolved or moved to a private channel you are in a better position to slowly tweak the narrative depending on the damage done and the people affected.

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Tamara Kramer

I brand fine foods & beverages ? founder FROM BLAND TO BRAND | Brand strategist & Art director | ex-bitpanda
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Always dig deep into the root of the problem. Don't cure the symptom, but the cause. If we know what the real problem is and what caused it, we know how to communicate it to the team involved and inform our customers why something like that happened. If it damages your brand, you have to prepare a good response that your PR will communicate to the media.

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2 Choose the right channel

Not all conflicts are created equal, and neither are the channels you use to resolve them. Depending on the nature, severity, and urgency of the conflict, you may need to choose between email, phone, video call, or face-to-face meeting. Each channel has its pros and cons, such as tone, clarity, speed, and rapport. You should consider the preferences and availability of the other party, as well as the potential impact on your brand image and customer perception. For example, a phone call may be more personal and empathetic than an email, but it may also leave room for misinterpretation or miscommunication.

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Vas A.

Head of Marketing at OhBEV
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JetBlue Airways showcased effective channel choice for conflict resolution, enhancing its brand reputation amidst a crisis. When a Valentine's Day storm in 2007 led to a massive service disruption, stranding passengers, JetBlue opted for an immediate, transparent, and personal approach to communication. Instead of limiting their response to impersonal press releases or emails, JetBlue's CEO issued a public apology through video, directly addressing the issue and explaining the steps JetBlue was taking to resolve the situation and prevent future occurrences. This approach demonstrated brand's commitment to customer satisfaction and openness, turning a potential brand crisis into an opportunity.

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3 Be respectful and professional

No matter how frustrated or angry you are, you should always treat the other party with respect and professionalism. This means avoiding personal attacks, insults, threats, or accusations, as well as listening actively, acknowledging their perspective, and apologizing if necessary. You should also use positive and constructive language, such as "I understand", "I appreciate", or "I agree", instead of negative and defensive language, such as "You don't get it", "You are wrong", or "You are lying". By being respectful and professional, you can show that you value the relationship and the reputation of your brand, and that you are willing to work together to find a solution.

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Tamara Kramer

I brand fine foods & beverages ? founder FROM BLAND TO BRAND | Brand strategist & Art director | ex-bitpanda
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I think the best way to resolve a problem is to really listen, skip the I understand and I agree. If you agreed, there wouldn't have been a problem. You should listen and ask questions, what questions. What made you feel unappreciated, what made you react like that, I sense there is a reason behind it - can you tell me.. Start with I see you are not happy, can you tell me what caused.. There is a great book for this: Non violent communication. A must read.

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Jonathan Hoffsuemmer

Marketing Exec | Author (Message Market Fit)
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Listen – really listen – to understand customer frustrations. Apologize if needed, but own it with action. Offer fair resolutions that address the problem, not just the complaint. Be transparent throughout, and communicate proactively. Angry customers are a chance to shine – turn a negative into a positive brand experience. Fight for your brand, but fight fair.

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4 Seek a win-win outcome

The goal of conflict resolution is not to win or lose, but to find a mutually beneficial outcome that satisfies both parties and preserves the relationship. To do this, you need to focus on the interests and needs of both sides, rather than the positions or demands. You should also explore various options and alternatives, and evaluate them based on their feasibility, fairness, and impact. You should avoid compromising or settling for less than what you deserve, but also be flexible and realistic about what you can achieve. By seeking a win-win outcome, you can demonstrate that you care about the other party's satisfaction and the long-term success of your brand.

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5 Follow up and follow through

The last step of conflict resolution is to follow up and follow through on the agreed solution. You should confirm the details and expectations of the solution in writing, and keep the other party updated on the progress and results. You should also deliver on your promises and commitments, and ensure that the solution meets or exceeds the expectations. You should also seek feedback and evaluate the effectiveness of the solution and the conflict resolution process. By following up and follow through, you can show that you are reliable and trustworthy, and that you value the feedback and improvement of your brand.

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6 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?

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What do you do if your conflict resolution is damaging your brand reputation and customer perception?

1

2

3

4

5

6

1 Identify the root cause

2 Choose the right channel

3 Be respectful and professional

4 Seek a win-win outcome

5 Follow up and follow through

6 Here’s what else to consider

Brand Strategy

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What do you do if your conflict resolution is damaging your brand reputation and customer perception?

1

2

3

4

5

6

1 Identify the root cause

2 Choose the right channel

3 Be respectful and professional

4 Seek a win-win outcome

5 Follow up and follow through

6 Here’s what else to consider

Brand Strategy

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