The second step to follow is not to be afraid to say "I don't know what's going on," since it is better to say that the causes of a situation are unknown than to maintain a long silence that is more akin to incompetence, which will only be broken by an imprecise statement when the virtual snowball has almost reached us.
“A lot of people think you can only respond when you know exactly what’s going on,” says Jeff Rutherford, founder of a public relations firm that bears his name. “It’s perfectly normal to say that you’re aware there’s a problem, that you’re not ignoring it, and that you’re working to get to the bottom of it.”
Is to address the crowd when it is gathered, that is, to bc data brazil avoid causing more unrest by issuing a statement explaining the situation, the company should take advantage of the advantages offered by these same networks to reach the audience.
The fourth thing to consider is that tone matters, meaning that if a brand has cultivated a friendly image over the years, I cannot respond with cold arguments or claim that it is all due to a technical failure.
“People don’t expect companies to be infallible,” says Diane Hessan, CEO of Communispace. “They expect these companies to want to learn, to engage with their customers, to want to listen, to show a real desire to solve problems.”
The fifth point to address is to communicate to customers how these problems will be addressed in the future, that is, one must be transparent about the problem, so that if it repeats itself the company can emerge stronger.
The last point mentioned is that investments must be made to prepare for future accidents, meaning that strong brands do not lose their customers due to an isolated incident, but rather due to an unclear strategy with no vision for the future.