Improve Your Public Relations
With the rise of social media and blogs, keeping a good reputation is more challenging than ever before. For this reason, having a reliable PR strategy is an invaluable part of running a business. The problem is that many companies become so focused on optimizing ways to maintain their positive reputation they forget about the fundamentals — such as customer support.
When done correctly, customer support can be an excellent way to boost your sales and attract new customers. However, it might also provide a significant boost to your Public Relations efforts. Even minor improvements like call queue and chatbots can significantly affect how the public sees you. Outstanding customer service can show your clients you value their input, want to interact with them on a meaningful level, and build a long-lasting relationship with them.
If you remain unconvinced, here is an in-depth explanation of customer support’s value for public relations.
It Can Improve Your Reputation
Organizations often forget that customer support is more than a way to make money — it’s an integral part of your company’s reputation.
If you want to maintain a positive reputation for your business, your customers need to feel like they are being treated fairly and with respect. As a result, it is crucial to ensure your staff is well trained in the art of customer service.
When your clients receive excellent support and your employees act quickly to solve their issues, they are likely to share their experiences online. Comments like these can easily be found in online reviews and social media posts, which often influences other potential consumers’ purchasing decisions. In fact, according to a recent survey by BrightLocal, 91% of 18-34 year olds trust online reviews as much as personal recommendations when deciding on where to purchase a product or service.
Many customers may consider leaving your brand after dealing with incompetent employees who fail to provide them with a satisfactory experience. This is why your company needs excellent customer support to maintain a positive reputation. It not only provides a consistent experience for customers but also shows that you value their input.
It Can Help You Respond To Negative Feedback
When it comes to public relations, there is nothing worse than getting a bad reputation. The problem is that once you get a bad rap, it can be incredibly difficult to change. Even if your company has a good product or service, people will still remember how you treated them the first time they interacted with you.
For this reason, if you want to improve your public image, responding promptly and effectively to customer feedback is crucial. Doing this not only ensures that you retain the trust of potential clients but also shows them that you are interested in their opinions.
If you receive negative feedback from a customer, you can use customer service to resolve the issue. By doing so, you can show the public that you care about your customers and are willing to address their concerns. This is how you can build Public relations.
It Can Help You Build Relationships With Clients
Another benefit of customer support is that it can improve the overall experience of your brand by facilitating communication between you and your public. This applies especially if you are using social media as a platform to showcase your brand.
By responding quickly and effectively to the comments and concerns of the people following you on social media, you can show that you care about their opinions. This can lead to better word-of-mouth marketing because people will be less likely to share bad experiences with others once they see that you’re willing to listen to them. In turn, this can greatly improve your company’s reputation.
Overall, by providing excellent customer service, you can build strong Public Relations.
It Can Improve Brand Loyalty
Brand loyalty is one of the most valuable assets a company can have. Once customers become loyal to your brand, they are more likely to purchase from you and recommend your products or services to others. It can provide a steady stream of customers for years to come.
Generally speaking, customer loyalty only occurs if your company does something the average company does not. Actively engaging with your customers through different channels and providing exceptional support allows you to do something unique and memorable. This will often lead to delighted clientele who feel as though they received personalized service — creating an effective form of loyalty that will last for years. When it comes time for your customers to make a buying decision, there is a good chance they will choose you over your competitors based solely on a positive experience.
Although public relations may seem like an unrelated field to customer support, they have plenty of common ground. Public Relations & Customer Support are excellent ways of bringing customers closer to your brand and creating a more positive image for you in the public eye. When you do both correctly, you can create a world-class experience for your users and keep them coming back for more.
When it comes to your business’s Public Relations strategy, the best thing you can do is be genuine. In order to build a solid reputation, you should focus on your company’s strengths and use them as a foundation for your marketing strategy.
In addition to this, providing quality customer support will also improve your reputation within the industry and bolster your Public Relations efforts. By focusing on making meaningful connections with your customers, as well as your existing and prospective clients, you can make a positive impact.
Author: Przemysław Puternicki