The art of engaging as a brand… – Shreya Pattar

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The art of engaging as a brand…

Shreya PattarApr 11, 1 min

The art of engaging as a brand…

A brand gets different responses/ comments:

1. Appreciative
2. Provocative and abusive
3. Critical/feedback-oriented.

How to respond in each case:

1. Thank them for their appreciation.

2. Engage only if you can leave an empathetic imprint. Else avoid.

3. For critical/feedback-oriented comments, follow these steps:

— i. Begin with empathy:
“We are sorry you had to face this issue, [name].”

— ii. Provide your solution:
“Please drop us an email at xxx and we will look into this issue.”

— iii. Offer to help:
“If you have any questions/concerns, please message us and we’ll help you out.”

— iv. Be grateful:
“Thanks for choosing us!”

#Eg., if my brand SNB sold a notebook and got a comment from Pooja that the pages were stained, I would respond:

“We are sorry you had to face this issue, Pooja. Please raise a complaint at SNBdotcom and our team will help you with the best solution. If you have any other concerns, please write to us. Thanks for choosing SNB!”

As a brand, be humane.
Be empathetic.

How you make people FEEL is what sticks with your brand.

#ShreyaWrites

P.S. Define what your brand stands for, its core values and tone of voice, and then communicate consistently in those terms. — Simon Mainwaring

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