Create a signature crisis response  

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 12, 2021, 4:56 PM UTC

Businesses should offer instant refunds with a no-questions-asked policy for unhappy customers. 

Marketers must create plans that quickly, proactively and creatively address customer problems. This crisis response plan should have the company's unique stamp on them.  

Instead of waiting for customers to raise an issue, brands should proactively invite and reward customers for sharing their feedback. Companies should also make sure all their marketing copies clearly mention the return policies, feedback rewards and contact details. Conducting customer satisfaction surveys and random follow-up calls can further help marketers create a signature response. 

Brands should always have a response ready for each potential customer challenge. They should also empower their employees to address consumer issues with the brand's signature crisis response as fast as possible. 

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