How to Win Back Your Customers After a Crisis? Whether your business is dealing with a public relations disaster or a cyberattack that resulted in the theft of important consumer data, it’s critical to respond to a crisis quickly and honestly.
Types of business crises that your organization could encounter include:
- Administrative (often stems from exploiting consumers or not acting in their best interests)
- Technological advances (such as a cyberattack resulting in a data breach)
- Organic (such as destruction of your physical headquarters)
- Economic (such as a drop in stock prices or asset valuation) learn more: Types of Small Business Financing Strategies
- Personnel concerns (such as diversity & inclusion issues caused by an individual, department, or group in the organization)
If you’re recovering from a natural disaster, all you have to do is provide the same level of customer care, responsiveness, and services that you did before the tragedy. The majority of your recovery will take place on your own premises, including the reconstruction of your physical site and the technology that keeps your company going.
Natural disasters, on the other hand, frequently result in additional financial, organizational, and technological issues. Your company must assemble its resources to respond to each of these risks as effectively as feasible.
In communications, use diplomacy and transparency.
Businesses that communicate openly and honestly while remaining diplomatic through all channels and in a timely manner can recover rapidly from a crisis and reclaim their consumer base.
Depending on the nature of the crisis, this could include:
- Making public the amount and type of data stolen as a result of a cyber attack
- Following a decline in stock prices, sharing plans to recover financially.
- Talking about how you’re going to deal with a personnel problem, whether that entails firing someone or implementing new HR practices in your company.
When a crisis strikes, it’s time to put your communications team to work producing the appropriate messaging to demonstrate that you:
- We’re working on a solution.
- Have started implementing solutions
- Recognize that there is a problem
To deliver your message, use an omnichannel strategy that includes:
- Text message
- Interviews with the media
- Send an email
- Social networking sites
- Videos and a blog for your business
Put your high-speed business internet to work for you, and rely on a reliable business Wifi service for after-hours and mobile communications. When a crisis strikes, it’s “all hands on deck” until your clients are once again at peace.
Present a consistent message with a Consistent Messaging
You won’t quickly regain your clients’ faith if your PR and crisis communications staff blogs about the solutions your company will take, but your employees tweet different information on their personal social media streams.
Ensure that everyone in the company is on the same page when it comes to post-crisis communications and remedies. Create a paper that outlines acceptable messaging and responds to questions. Make these documents available to all employees in real-time using file-sharing features.
Use instant messaging services to communicate urgent information to all employees at the same time, even those who work remotely. Of course, rely on your business ISP to provide high-speed business Wifi to transmit those communications to your staff and customers through several channels.
Showing them you’ve resolved their issues.
When it comes to your company’s early response to a crisis, transparency and communication are critical. But you can only begin to repair trust and reclaim their devotion once you’ve disclosed the answer.
This rebuilding process can take hours, days, or weeks, depending on the nature and scope of the catastrophe. Among the possible solutions are:
- Putting in place new staff policies and standards of conduct
- In the aftermath of a financial crisis, evaluating your budget and expenses, as well as corporate leadership
- Improving network security in the aftermath of a data breach
- In the event of a disaster, deploying a more resilient business network
As you plan your company’s reaction to a crisis, internal communication is crucial. Telepresence, instant messaging, and video conferencing can all help your team stay connected while working on a solution.
You can also communicate directly with your consumers using these options from your business ISP. Perhaps a telepresence shareholder meeting would help you communicate your seriousness and concern about the situation while also allowing you to present your ideas in a clear manner.