Post by arfankyseo901 on Jan 13, 2024 0:09:33 GMT -5
To the four phases just described another one could be added that is strongly connected to all of them knowing which users are creating the crisis and what the causes are. Just as knowing your consumer is fundamental in order to understand how to relate and interact with him it is also true that all the actions necessary to bring the crisis back to normal must be calibrated based on his characteristics.
Three major causes of crises can be distinguished each of which must be known and requires different actions for management and solution. . Dissatisfied customers They can be distinguished as pRearive whose ethical values prevent them from complaining and using time and effort to create negative sentiment critics who actively complain about the company but are willing to give it a second chance activists above average inclined to Cell Phone Number List complain and who resort to threats and the creation of spaces to amplify crises. Going into more detail we can identify Docile Consumer Generally does not complain unless pushed to the limit. His interest is that his voice is heard and a simple apology from the company on the social channel used for his comment will put the situation right by transforming him into a pRearive brand advocate. Aggressive Consumer Complains promptly loudly and at length and does not respond well to apologies or aggression.
If their problem is solved quickly and efficiently accepting that the problem exists and indicating what will be done to solve it they become a very prolific brand advocate on all social channels. Spendthrift Consumer Expects the best and is willing to pay for it. Complains reasonably unless it is a hybrid with the aggressive consumer. He is interested in the results and what will be done to fix the problem. Listening to him actively and respectfully asking him carefully what the causes are publicly acknowledging the problem online and correcting it offline are the.
Three major causes of crises can be distinguished each of which must be known and requires different actions for management and solution. . Dissatisfied customers They can be distinguished as pRearive whose ethical values prevent them from complaining and using time and effort to create negative sentiment critics who actively complain about the company but are willing to give it a second chance activists above average inclined to Cell Phone Number List complain and who resort to threats and the creation of spaces to amplify crises. Going into more detail we can identify Docile Consumer Generally does not complain unless pushed to the limit. His interest is that his voice is heard and a simple apology from the company on the social channel used for his comment will put the situation right by transforming him into a pRearive brand advocate. Aggressive Consumer Complains promptly loudly and at length and does not respond well to apologies or aggression.
If their problem is solved quickly and efficiently accepting that the problem exists and indicating what will be done to solve it they become a very prolific brand advocate on all social channels. Spendthrift Consumer Expects the best and is willing to pay for it. Complains reasonably unless it is a hybrid with the aggressive consumer. He is interested in the results and what will be done to fix the problem. Listening to him actively and respectfully asking him carefully what the causes are publicly acknowledging the problem online and correcting it offline are the.