If you follow me on social media, you will know that I have recently had a bad customer service experience. It got me thinking about how brands can easily get it wrong if the back-office function is not connected to the brand message.
Public relations is about managing and protecting your reputation as a business, and how you handle customers is a huge part of that. It can make or break a customer's experience of your business or brand.
More and more brands are turning to a digital customer experience, and that's great, and some are nailing it. But it's not all plain sailing right? When we buy into a 'brand promise', we don't expect it to break as soon as you start interacting with the back-office functions.
So today I will cover a few things to think about how digital customer service can affect your hard-earned reputation if not managed as part of your public relations plan.
Links in this episode:
Top Customer Service Expectations and How To Succeed Them
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PS – Did you know? Communication Strategy That Works is in the top 90 UK Small Business Podcasts you must listen to in 2021, by Feedspot.
