From the course: Managing Brand Reputation

Unlock this course with a free trial

Join today to access over 22,600 courses taught by industry experts.

How to respond to customer criticism: Be caring and authentic

How to respond to customer criticism: Be caring and authentic

From the course: Managing Brand Reputation

Start my 1-month free trial Buy for my team

How to respond to customer criticism: Be caring and authentic

“

- A great way to respond to customer criticism is to be caring and authentic. There are many ways to show your customers that you genuinely care and to establish mutual trust. When Starbucks had an issue with bathroom use by non-paying customers, they apologized for their mistake and completely changed their bathroom use policy. So now even if you don't buy a drink at Starbucks, you can still use their bathroom. Starbucks responded incredibly quickly to the issue and listened to their customers helping to repair trust that would've been damaged had they let this problem go unaddressed for longer. So how can you be more caring and authentic as a brand? Create a solution that shows you are listening to criticism and adapting to your customers needs and wants. While this may be inconvenient at first for your brand, it shows a level of care that your customers will ultimately appreciate. Caring can be simply admitting that you've been wrong but wording is key. So consult your PR team to…

Contents