Brands must improve response time

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 21, 2021, 5:07 PM GMT+0

A slow response or no response to consumer queries can prove costly for brands.

If a brand does not respond to customer queries, consumers will stop doing business with that brand and find a more responsive company. Companies should prioritise customer response and improve their response time.

Ensuring a fast response can help brands foster trust and confidence while also showing that the business cares and is respectful to its customers. Marketers, communication experts and salespeople can set up auto-responses to acknowledge customers’ calls, emails or messages in case of absences.

They should first determine minimum acceptable standards for returning calls, emails or other methods of communication. The minimum standards can range from one to two business days, but it is better to respond as early as possible. They should also determine the optimal response time to impress consumers and retain them. 

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