The key is to know how to anticipate the situation
Posted: Tue Jan 21, 2025 5:05 am
1.- Get into action as quickly as possible Whether it's a dissatisfied customer who has contacted you privately, or a customer you don't have any details of who has left you a bad comment on social media, it's vital to take action as soon as possible. If it's the former, you'll prevent them from turning to social media and the crisis from spreading like wildfire. In the second case, the most effective thing to do is to try to take the conversation off social media to prevent it from spreading further . Get in touch with the user and ask for a contact email. Reputation crises can be solved effectively with email marketing, especially in its early stages. 2.- Accept the mistake and apologize Letter of apology to Pluna customersAs with all other anti-crisis strategies, when you've screwed up, you have to accept your mistake and apologize.
Email marketing allows you to segment yahoo email list your emails . Thanks to this, you can send your apologies only to those customers who have been affected by your mistake, reducing the radius of diffusion of the problem. But you shouldn't just say mea culpa. Remember to make clear to your customers the measures you will take to solve the problem when sending these messages . This way, it will be easier for you to regain their trust. 3.- Do you automate your response? Yes or no? When you are facing a reputation crisis, automated responses are not recommended . You must respond to the customer in a personal and friendly manner. If they sense that it is an automated response, the only thing you will achieve is to make the situation worse . Yes, you can use automatic messages to reduce the user's anxiety while waiting, for example, when they send a complaint and receive an automatic response to inform them that they will be contacted shortly.
Email marketing allows you to segment yahoo email list your emails . Thanks to this, you can send your apologies only to those customers who have been affected by your mistake, reducing the radius of diffusion of the problem. But you shouldn't just say mea culpa. Remember to make clear to your customers the measures you will take to solve the problem when sending these messages . This way, it will be easier for you to regain their trust. 3.- Do you automate your response? Yes or no? When you are facing a reputation crisis, automated responses are not recommended . You must respond to the customer in a personal and friendly manner. If they sense that it is an automated response, the only thing you will achieve is to make the situation worse . Yes, you can use automatic messages to reduce the user's anxiety while waiting, for example, when they send a complaint and receive an automatic response to inform them that they will be contacted shortly.