Brands should always express gratitude to the customers even when receiving negative feedback

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 07, 2019, 5:33 PM UTC

Marketers should pay attention to the tone of their customer service emails.

This piece recommends that brands should always thank and show appreciation for the customer feedback regardless of their content. Brands should also pay attention to the tone while communicating with their customers.

While a majority of customers prefer a casual and friendly tone, brands should consider multiple aspects, including the content of the email and context of the conversation when framing emails. If the company has to deny a customer request, the customer service representative should use a professional approach and communicate in a polite and formal tone.

The author suggests that brands should pay attention to the words that the customers use to figure out an appropriate tone. But, the tone of the email should also uphold the values of the brand.

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