Effectively listening to customers can help brands being caught-up in cancel culture

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 12, 2020, 3:58 PM UTC

Cancel culture emerged as an endeavour for justice and to hold brands, people and entities accountable.

Businesses should have a clear stand and plan their communication strategy accordingly to avoid being cancelled. A well-thought-out communication plan can help prevent any potential crisis and backfire from existing customers.

Closely monitoring customer engagement and interactions on social platforms, listening to their opinion and solving their challenges can help brands prevent associating their name with potentially damaging situations. Marketers should analyse consumer sentiments, communicate with customers and address their concerns early to avoid a major crisis.

During a crisis, PR professionals should analyse the seriousness of an issue before any taking drastic step. They should further own and apologise for mistakes while being sensible and empathic to defuse the situation.

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