Address concerns to calm irate consumers

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 12, 2021, 2:53 AM UTC

Avoid incorporating hidden fees and be upfront about pricing to avoid customer dissatisfaction.

To calm irate customers, customer service representatives must first identify the source of customer problem before providing any solutions. Brands can help dissatisfied customers by paying attention to what they’re saying and addressing their concerns as quickly as possible.

Help consumers understand the product delivery process through content like infographics and behind-the-scene videos and provide them with a tracking number to prevent them from cancelling the order. Having up-to-date product inventory on ecommerce sites can also help brands reduce customer frustration and keep them from buying out-of-stock products.

To minimise consumer concerns over pricing, businesses must ensure that their goods are priced correctly and add value to their customers' purchases. Marketers must consider consumers’ challenges and needs to provide appropriate and valid solutions.

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