…links your customers to your own brand and is a key element of crisis prevention – a challenge not all companies can meet in this era of ever-growing consumer demands.
Consumers of today are sophisticated, informed and networked. For this reason many companies are sceptical about consumers’ new power, which they may even see as a threat to their own reputation. But every company wants to keep consumers on board, and taking their wishes, fears and criticisms seriously is a definite win-win for both sides.
With this in mind, as well as underpinning crisis prevention, consistent consumer communication should also be a stand-out feature for every company. It shapes brand perception – criticism handled appropriately and with the right approach makes the consumer an ideal brand ambassador in the social web. Conversely, relativisations, evasive responses or inappropriate responses to errors may have serious ramifications – including media coverage of a company’s unsuccessful consumer communication.
Where we excel
We advise companies from a wide range of industries on how to develop professional consumer communication and support their efforts to handle critical consumer enquiries as well as develop text modules for key corporate subject areas. We also provide training workshops to hone your consumer service response and prepare competitive analyses to order.
Accordingly, you can discover how your company stands alongside its key competitors in terms of consumer communication. Our experts ensure that you are best placed to manage consumer dialogue successfully, not only optimising your response to critical enquiries but also enhancing long-term company and brand loyalty among consumers.
Services and what we offer
How you benefit
Tap into our experience to establish professional consumer communication. Uncover potential weaknesses, streamline your consumer communication, consolidate your internal processes and exploit our expertise to help you handle critical consumer enquiries. Our range of consumer communication services includes:
Workshops for employees responsible for consumer communication
Competitive analysis and ranking of your own consumer service