REAL-TIME CRISIS MANAGEMENT: PROTECT BRAND REPUTATION
PROTECT YOUR BRAND HEALTH AND REPUTATION
It’s important to know what’s being said about your brand at all times. Customer experience management delivers an instant view of your company’s brand perception across all sources – social media, review sites, surveys, customer care – with a unified view and analysis of the data that is shaping customer opinions.
KNOW THE PUBLIC PERCEPTION OF YOUR BRANDPerception is hard to change. A unified view of customer sentiment, passion, and conversation volume through social media analytics, combined with analytics of all of your other channels lets you identify the factors that have the biggest influence on customer experience and your brand’s reputation. Analyze trending keywords, survey feedback, popular posts, customer care notes and other data helps you determine if something inappropriate is associated with your brand – and the steps you need to take to fix it.
FULLY UNDERSTAND HOW THIS IMPACTS YOUR COMPETITORSIndustry events and regulatory issues can affect an entire industry or category, so how you respond has direct impact on your competitive position in the market. Determine whether a crisis is limited to your brand or whether it affects your competitors as well. See how customers are responding and adjust your message accordingly.
Also, the ability to identify and act upon events facing your competitors is an advantage you should certainly explore. You can be sure they will be!