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Relationship Stress (Brand & Consumer)

<p><span style=”color: black;”>When the relationship between brand and consumer/donor becomes stressful, there are only three things that can happen. </span><span style=”color: black;”> </span></p>
<p><span style=”color: black;”><strong>Break up:</strong></span><span style=”color: black;”> This will damage not only this relationship but also future ones with those who hear about. The other downfall is that when a break up happens there are whole groups of people who never find out about the brand through the word-of-mouth of the consumer/donor.</span></p>
<p><span style=”color: black;”><strong>Accept it:</strong></span><span style=”color: black;”> This causes the problem to build inside the consumer/donor until something triggers an explosion. Then there is a high likely hood of the person speaking negatively about the brand at an accelerated rate. </span></p>
<p><span style=”color: black;”><strong>Reconcile:</strong></span><span style=”color: black;”> This usually happens when problems occurs due to the brand’s error. (I wish I had customers who said they were wrong and asked to make it right.) The brand then decides that fixing the issues no matter the costs is in its best interest. If it’s done once or twice this usually causes the consumer/donor to talk highly of the brand. If errors happen on a repeated basis it will lead to a “break up.”</span></p>
<p><span style=”color: black;”>The proactive approach is to build systems to avoid error. But even the best brands will make mistakes. Plan B should be to handle them better then anyone else.</span></p>

Clients We Have Helped

  • RZIM
  • Billy Graham
  • ECFA
  • Younglife
  • Moody