Reputation deterioration

A negative interaction with a consumer can inflict a significant amount of harm to your brand. Dissatisfied customers with a product, service or brand will often take their complaints online and use social media to vocalise their bad experience. Due to the wide audience social media holds this can affect your brand massively and effect current and future customer loyalty.

In comparison, only 30% of happy consumers will talk about their positive experiences with a brand, with 46% of dissatisfied customers talking about their bad experiences.  People turn to social media sites to express their anger rather than express their positive experiences. The consumer complaints that result after a negative interaction with a client build an impression that is difficult to get rid of.

Loss of current and future consumers

Rumours and bad experiences can spread rapidly, and these can have a knock-on effect on your consumers.

One negative tweet or negative review about your company’s services might lose you a significant number of consumers old or new. A solution to this is addressing the problem professionally and quickly.

Investing in a feedback solution could be a good idea if you want to avoid losing even more of your existing consumers. Being able to carefully monitor your customer’s journey allows you to see how your customers feel with existing brand regulations, and therefore make adjustments as necessary.

Why positive CX can help a brand

Consumer expectations from customer service calls increase as people statistically react better to human reassurance from a calming, helpful, professional voice. Research shows that consumers say that a single positive call experience can make them more likely to buy from a brand in the future, thus forth keeping brand loyalty at a high.

If you need help with maintaining your brand, the expert team at Brighter Directions can help with any PR, social media, email marketing, content strategy and more.

Get in touch today at hello@brighterdirections.co.uk or call us on 01246 586 330.

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There is a massive opportunity in these figures.

Empathy and emotional intelligence

Exceptional customer service is built on an agent’s empathy and emotional intelligence. These are learned skills, but they’re not easy to teach – a task made even more challenging with generational differences among agents and the customers they serve.

It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must.

Empathy is crucial for establishing healthy relationships and fostering compassion. It involves experiencing another person’s point of view, as opposed to just one’s own. It is a prosocial, or helping behaviour, skill that comes from within rather than being forced. From a customer service perspective, empathy is the ability to have a human interaction with a customer.

Responding to negative feedback

One bad experience with an agent can cause them to abandon you for a competitor. Worse, one bad experience can cause a lost customer to write a bad review or utilise word of mouth to criticise your business, but we all know that a negative customer review does not always have to do with your quality of customer service, and oftentimes, it is beyond your control. What you do have control over, however, is how your team responds to negative reviews. Resolving a complaint can be just as effective as preventing one in the first place. Responding to negative feedback in an empathetic manner can actually boost loyalty and overall brand image.

Exceptional customer service is at the heart of our Brighter Directions company culture.

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