Crisis Management and the Customer Experience
How to Adapt and Handle a Global Crisis Without Sacrificing Your Customers
Shep Hyken interviews Ronn Torossian, CEO of 5W Public Relations. They discuss strategies for managing PR and global crises while strengthening your relationships with your customers.
Top Takeaways:
A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values.
When it comes to customer service and customer loyalty, it is important to attempt to understand your customers’ values. If you can resonate with what is important to your customers, you will build a more loyal customer base.
Be mindful not only of what you say, but how you say it. These elements have a huge effect on customer purchasing habits and ultimately customer loyalty.
It is crucial for brands to adapt to worldwide events. For example, many companies that formerly manufactured
