How You Communicate With Customers Will Have A Lasting Effect On Brand Loyalty
Recently, ANN INC (Ann Taylor | LOFT | Lou & Grey), the popular women’s retail chain, announced on social media that it was discontinuing its plus size line. This is in response to a customer question about its future.
Twitter lit up with angry comments, accusing LOFT of ignoring its customers and not being inclusive in its sizing.
It’s important to regularly talk to customers and do research. B2B and B2C companies can also leverage PR to communicate business news and changes to their customers.
Here’s my best advice:
🗣️Leverage social media platforms to post regular news updates to build your brand story (and brand loyalty) over time.
🗣️Pay attention to social posts and respond immediately with empathy and respect. This is especially important useful in curbing negative comments.
🗣️Publish a response on your website to show customers they are being heard and offer solutions if possible.
🗣️If a negative tirade ensues, request to take the conversation offline.
Customers are a precious asset in a competitive world. How you communicate with them will have a lasting effect on brand loyalty.
Email me to increase your brand visibility and customer connectivity – [email protected]