Imagine if a doctor refuses to treat a patient for no apparent reason? I am sure you can’t digest this question. You must be thinking, how can that be possible? Isn’t it a doctor’s job to treat the patient?
These questions are undeniably going to rise, after all, it’s a doctor’s profession to treat their patients based on their symptoms. A doctor treats the patient to ensure they are brought back to health. This is not something complicated that we don’t understand but it’s simply a doctor’s role to treat their patient, just how it is a brand’s role to cater to a customer’s needs.
Focus on the customer
We make sure to take the treatment properly to recover and continue on the journey that does sometimes become a roller coaster for all of us. Just the way patients need treatment from their doctor, similarly a customer needs treatment or help from a brand (product or service) that they have been using.
Customers have an emotional connection with a brand. When a customer faces any issue or a problem, we expect our brand to respond to us especially when they have been a part of our lives. As a customer, we need to know how a brand (a product or service) works or functions.
I am sure all of us expect to have a long term relationship with a brand, giving us those Values and Benefits that we very well deserve.
Every customer’s need should be heard when a problem has arisen from a brand.
Does a Brand need their Medical Kit?
Brands need to make sure to treat and respond to their customers every time, even if the problem tends to be small. They need to maintain an Online Reputation with their customers on their Social Media Platforms.
Online Reputation is a Medical Kit for brands, which they need to carry with them through their journey. This Medical Kit will help to solve the customer’s problem
and make sure they can retain their customer. A brand needs to use the right emotion as per the comment given by a customer. If a customer is happy with the service or product, the brand should make sure to cater to their comment. A brand should make sure to support that comment with a good response and make them feel belonged.
A brand should make sure to use the right tool from its Medical Kit (Online Reputation) while responding to a customer. Customers tend to perceive a Brand’s Character as per the content that is put in front of them. A Brand’s Content can be funny, emotional, serious, quirky, creative, etc. These elements play an important role while responding to a customer’s negative comment or problem.
Changing negative sentiments to positive ones.
It becomes critical for a brand to handle comments or responses from a customer that has created a negative vibe. When a customer talks negatively about a brand, he has simply faced a lot of problems in the past and his issues were not resolved. At this point, it becomes the brand’s responsibility to solve those issues and make sure that the customer does not face any kind of problem in the future. A brand needs to satisfy its customer base by fulfilling their needs and requirements.
Brands follow structure
Every Brand needs to follow a flow in their response but they need to make sure that they don’t make it robotic or monotonous for their customers. A Brand should identify comments that are important to respond and comments that don’t need a response.
Pay attention to customer feedback
A Brand ignoring any customer’s comment, where they genuinely need your help to solve their issue can create a bad impression on your Brand Image. When a Brand’s reputation is perceived in a negative light, it becomes really difficult for a brand to stand up for themselves again in the market and win their customer’s hearts.
Loyal customers are key
Online Reputation Management helps to bring you Loyal Customers and never fails to create a good impression on your Brand Image. This is a skill that can make or break your company, and the best way to go about it is to trust someone who has the knowledge and resources. The best man for the job would be Clevertize.
Clevertize is one of the Top Integrated Marketing Communication Agencies in India. It has worked with many national & international clients like eBay, Nando’s, David Lloyd UK, METRO Cash & Carry, Sobha Ltd., TATA Motors, Barbeque Nation to name a few.
Clevertize is an Award Winning Agency, known to marry marketing with technology.
Some of the services that Clevertize provides are:
Creative Services, Performance & Digital Media Marketing, Visual Identity & Branding, Campaign Management & Analysis, UI/UX & Website design, Video creation, Media planning & buying, Chatbot & more.
If Return on Investment is critical for you, talk to Clevertize!