pr digital agency bangkok thailand crm

Essentials : Dealing with customer complaints

As a business, you want to give your customers the best products, services and care as possible. This is the same for all kinds of businesses – whether you’re a retail business, a hospitality business or a service based business like a PR agency. Even though you might take the necessary steps to ensure a happy customer experience, there will always be unsatisfied customers – there might be an issue with your product or service, a delay or maybe a simple miscommunication.

 

Customer is king, and when a customer is unhappy, you need to address their grievances in order to prevent customer loss. Unhappy customers might also spread the word, which is definitely bad PR and can cause you to lose potential customers too. Here are some essential tips for dealing with unhappy customers.

 

Listen to what your customer has to say

 

When a customer has a complaint, you have to listen carefully and put your emotions aside – it is essential that you remain calm even if the customer is screaming their lungs out. Do not respond aggressively because this will only make your customer more upset. Complaints are not always verbal, it can also be written through emails or even reviews on various channels online. Pay attention to all the complaints you receive, this will help you understand the problem. With a better understanding of the problem, you can work on solutions to help avoid such complaints in the future.

 

Accept and offer help

 

Whether it is your business at fault, a product malfunction, or your customer was just unlucky to have a bad experience, apologize for any inconvenience caused. When you do this, you show your customer that you acknowledge their feelings. Don’t just stop at that, thank your customer for their feedback and also let them know that you will help them make the issue right.

 

Every problem has a solution

 

Now matter how complicated an issue is, there’s always a solution. Whether it is replacing a malfunctioning product, offering a refund, or something else, finding a suitable solution to make your customer happy is essential because leaving the issue unresolved could result in losing that customer.

 

Ask more questions to the customer and get them to talk about their problem. As you keep the conversation going, you will find it easier to get to the root of the problem. And you most definitely want your customers talking to potential customers about how well the issue was handled.

 

Follow up

 

After the complaint is handled and your customer agrees with the solution offered, you need to follow up. By doing so, you show your customer that you truly care about them. Making them happy can earn you a loyal customer for life and they will be sure to spread the word about.

 

How you deal with customer complaints can completely change the way your business is perceived. Address issues quickly and work with the customer to find a solution that is satisfactory. Fixing issues effectively can help with customer retention and also boost your business reputation.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand influencer

Prepare your PR agency for a COVID-19 quarantine

Remote working is not a new concept. Most of us have done it, be it for an occasional household chore or as part of a regular schedule. While the perks of working for home are numerous, you must always be prepared for some unexpected challenges that could arise. Here are some tips to get your virtual office set-up running smoothly in light of the current COVID-19 situation.

 

Evaluate your company technology

 

Make sure all your company laptops are up-to-date. Also check the limits of your remote working facilities. If you use virtual meeting-solutions such as Zoom, make sure your plan will be able to handle all your employees at once.

 

Explore new tools at your disposal

 

Brainstorming is one activity that can be missed out on, and there’s no true replacement for the energy and ideas that come from a face-to-face session. Employ collaboration tools such as Microsoft Teams and Zoom, which offer several features to get your team involved – it might not be the same as face-to-face meetings, but it works.

 

Make sure your team is technologically equipped for remote working

 

Your team will discover the limits of their home Wi-Fi when they are forced to count on it everyday – it might be fine for surfing and streaming, but your team must make sure their home Wi-Fi network is capable of handling the workload of remote working. You will also have to think about printing – you will definitely miss your workhorse office printer when you have to rely on a home deskjet.

 

Meeting etiquette

 

A virtual meeting might be unusual at first and will take about 4-5 tries to master the art of video-conferencing. One thing you should make sure to do is to use the mute button until you’re ready to talk to prevent talking over each other – you can use the chat feature to let your colleagues know if you want to say something next.

 

Establish your limits

 

When you start working from home, you will feel incredibly productive because you will have eliminated your commute, which means you will be starting your active workday earlier than usual. However, on any given day in the office you will have natural breaks from work – whether you stop by a colleague’s desk, grab a coffee or even step out for lunch. It is important to build similar breaks while you’re working remotely, otherwise the work will get to you and you feel burned out early very soon.

 

Don’t pass on a chance to communicate:

 

Successful remote working banks on transparency. Every team member has to post a schedule everyday, allowing other members to know what they have on their plate at the moment. Don’t forget to make sure your clients know that your office will be working remotely for a while and let them know all the new ways they can get in touch with your team to assure them that work will go on as usual.

 

Make sure you have all these points in check before you decide to adapt to a virtual office to steer through the current COVID-19 situation.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand influencer shopping

Influencers online and elsewhere

It’s not just what you buy, but who you buy it from, and how you buy it. And how, of course, how you browse. Case in point this holiday season is the rainbow of excitement being created by palette influencers. These small boxes that open to reveal a multi-colour range of eye shadow is not just about attracting the boys, but are status symbols in their own right. Getting into digital queues to acquire “in” palettes are long and seen as a privilege to get into. Having the right palette will win you friends in many high schools. The accessory well reflects just how far influencers have gone to win over fans and followers.

Now on You Tube

Vloggers Jeffree Star and Shane Dawson are popularly promoting palettes on the world’s biggest video-sharing platform. Other YouTubers are turning to palates to colour up their brand influence and as stepping stones to becoming beauty and fashion icons of the online world. Palletes have become the must-have fashion accessory this holiday season. The steep prices they have, while turning off some, to others only happily help spread the message that you have arrived. What’s more, some fans of superinfluencers are primarily buying pallets to show their loyalty to the YouTube personalities, and not exactly, for the product.

Dog-ear this

The multi-layered, hyper-modernist phenomenon of practically for shopping for shopping’s sake and to supporting not brands but the promoters of brands is counterbalanced by an old-school promotion technique from yester-century: the catalogue. These glossy, colourful magazines featuring smiling models promoting clothes, home accessories and much, much more, despite having plummeted in overall number in recent years, have carved out a distinctive edge among young adults who crave analogue charms like vinyl records as an antidote to e-mail and social-media overload. The surprise factor and tactile experience of the fabulously lo-tech catalogue has many supporters who crave off-the-grid experiences and still have money to burn. In-the-know digital marketers and online retailers – including Amazon – are using them to drive traffic to their websites. Digital natives are relishing the chance to flip pages and stop scrolling – for a short time, at least.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand corona virus crisis management

How businesses can build reputation during this crisis?

Clear communication and leadership is key for all companies and organizations during the Covid-19 crisis.

 

The total impact of Covid-19 is yet to be understood, but it is imperative that companies and organizations manage the situation sooner rather than later to ensure they can traverse this period in the best possible way and to do this requires a well-defined leadership position and clear and concise communication with staff, stakeholders, and customers.

 

Unexpected events such as these can catch businesses off guard; they can also have a major impact on sales, revenue, and a brand’s reputation if the situation were to be mismanaged.

 

The importance of having protocols in place, both in-house and out-of-house, for prevention and protection cannot be underestimated at this time. These actions are seen and noted by everyone and as such will be remembered once the crisis has passed.

 

So business leaders need to develop a plan and implement it sooner rather than later. It’s key that staff understand the measures being put in place to protect their safety, the same applies to any customers that interact with your staff and also your suppliers. In a world where fake and misleading news is widespread, the onus falls on companies and organizations to put forward reliable and fact-based information.

 

But to ensure this information remains current it needs to be continually updated as new details come to hand from resources such as the World Health Organization, Ministry of Health, and credible and trusted media only.

 

Working closely with your chosen PR and communications partner is an important factor to ensure your messages are as clear and effective as possible. They can also help with internal training to better help the management team respond to both internal and external questions about your preparation, plans, and management of the effects of Covid-19.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand

ROI that keeps on giving

A new survey of 9,000 people in the United States shows that consumers are willing to support companies that support the causes important to them. Just over half of respondents said that they had actively supported a cause of importance of them over the last half a year. Almost 70 per cent among this group reported being altruistically active on more than one front, and were engaged in activities such as making monetary donations, signing petitions and participating in protests.

 

Build a better planet

 

Americans of all ages expressed willingness to stand up for what they thought was important. Issues supported varied, with the topics of stopping global warming and strengthening anti-firearms legislation being particularly popular. Other matters of concern included boosting animal rights, and protecting and promoting opportunities related to women and children, plus expanding access to educational opportunities throughout society. Survey takers reported significant interest in willingness to support and buy from companies perceived as being in synch with their own values.

 

Towards egalitarianism, maybe

 

The onus is on companies to evidence their engagement in helping build a fairer society. Although 180 firms in the US recently signed an agreement to enacting economic policy that would support all people in the country, over half of respondents said that they doubted that companies would actually deliver on this promise. If and when companies took a position contrary to their own, almost 75 per cent of American consumers said they could overlook this and still buy their products and services. However, around half of respondents said they would need a good reason from a company’s leadership explaining their position.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand

Big or small, you still need good PR

A common misconception regarding publications is that it is something that only celebrities and big businesses need to concern themselves with. However, public relations is something that all small businesses need to assess their need for. A business with a bad rep is not going to be able to go big in this dog-eat-dog world and that is why public image is of utmost importance for growing businesses.

 

Here are a few reasons why public relations is something even small businesses should consider employing:

 

Don’t just get your brand out there

 

If everyone is talking about your brand, chances are it’s going to be buzzing all over social media as well. A PR firm can help improve the way your brand is seen, and ensure that it is being seen in the best light possible, as widely as possible. Managing your brand image will ensure that your brand is not dependent on viral marketing campaigns or other initiatives. You can enjoy a long-lasting increase in brand image.

 

Solidify your reputation

 

Every business will benefit from having a solid rep, no matter what line of work you are in. PR professionals can add massive value by boosting the reputation of businesses of all sizes. So whether you’re an electronic components manufacturer in Pathum Thani, a freelance fitness coach in Chiang Mai or an up-and-coming restaurant in Bangkok, you can reap the benefits of having PR professionals on your side.

 

PR and Marketing go hand-in-hand

 

A PR firm can take some pressure off your marketing team, giving them more room to work. Splitting your budget between a marketing department and a PR department can help enhance your results.

 

Word-of-mouth is everything in today’s world, but creating artificial word-of-mouth is a gigantic task – not to mention the risk of getting caught. A PR firm specializes in spreading organic, or at least seemingly organic, word-of-mouth for your business.

 

Value for money

 

Public relations can seem very expensive, but in reality, it is actually good value for small businesses. A PR firm will work towards improving your brand reputation – something that is definitely part of your marketing goals. A good PR firm will be able to achieve more than conventional marketing with less effort – and not to mention, the work of a PR team is ongoing and will provide long-lasting benefits.

 

Businesses of all sizes and industries can benefit from good PR – there isn’t a business out there that does not want a good reputation. Employing a PR firm will enable growth and develop your branding. A good public relations team can ensure that your business is communicating the right messages at all times.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand

Press releases done right – Part 2

Now that we’re up to speed on what a press release really is, let’s dive in a little deeper into the subject. For those of you wondering when and what you should write on a press release – organizations use press releases to communicate all kinds of messages, but let’s take a look at some of the most common press releases in the PR arsenal first.

 

Breaking news

 

This could be news that will boost brand reputation, information for stakeholders or introduce a new initiative to the public. These releases provide journalists with all the required information to help them break a story and keep their organization transparent to the public eye.

 

Product launch

 

Organizations that have worked hard to build and develop their product are always excited to share their efforts. Product launch press releases are quite common in the automobile and tech industry to announce new models and gadgets. These press releases are used across industries for all kinds of products that are new to the market

 

Partnerships & CSR

 

Organizations can boost their CSR by partnering together to create unique offerings and generate buzz that is mutually beneficial for all organizations involved. These partnerships usually employ joint press releases, for which organizations will work together to create a single, comprehensive press release, including branding and information from all parties involved.

 

Similarly, organizations eager to announce a charitable cause or other CSR initiatives will write and distribute press releases that aim to have stories published that will highlight and demonstrate CSR and amass good will.

 

Crisis communications

 

One of the most important aspects of tackling a crisis is to be ahead of the story. A PR professional representing an organization can use the press release as part of a crisis management strategy to make a statement, clarify facts, apologize and also emphasize on the remedial measures taken.

 

A crisis communication release usually follows a statement issued by an executive at the organization to acknowledge and apologize about what went wrong and also assure the public that they are working on it. A press release usually follows this statement to focus on how the company is moving forward.

 

Events

 

Media Relations experts generally send out invitations with basic event details to journalists as heads-up prior to an event. In this case, press releases are used to provide event highlights to journalists who maybe not be able to attend, and to provide a recap and supporting information to those who do.

 

Awards

 

Awards and accolades give organizations an opportunity to flaunt their achievements and share their successes with the world. Organizations will often use press releases to shout out the good news which can help attract talent, customers or simply boost brand perception.

 

There it is, your starter-pack on press releases with some of its most common types to give you a better understanding of the most valuable tool in the PR arsenal.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand

Email is king – but what accounts for its reign?

Despite the rise of social media platforms and their multitude of messaging applications, email remains the go-to communications tool for exchanging messages in the business world. This simple, efficient, inexpensive way of sending and receiving text and visuals was credited as the single-most important way to communicate with clients and customers, according to a new study. All the apps of today fail to compare. Yet much remains unknown about how and why email is used and how effective it still is.

 

Somewhat off-message

 

While communication teams crave knowledge about how useful email and other communications channels are, there is a lack of agreement and ideas on what, exactly, we need to know about the sending and receiving of messages. Deciding what metrics should be used and how to even start measuring communications brings up big challenges. Internal measurement of communications in companies remains mysterious. Finding clarity will be of incalculable worth to digital marketers, since persuasive messages need to be received in optimal right way at the right time if they are to be most effective.

 

Don’t forget to write

 

While ROI and SEO rank highly in the minds of businesspeople and the PR firms that help promote them, the lack of attention paid to how information is exchanged in the information age is of growing concern. Marketers who are able to paint a picture of and take advantage of precisely what effective communication is stand to greatly boost potential in years to come. As IT continues speeding up communication and giving us more options on how to communicate, the metrics of effective messaging will be of increasingly great interest to anyone with something to say.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand

At home on the road, now more than ever

It’s never been easier to take a trip and still feel the comforts of home. According to a recent study, the market for accommodation worldwide is worth over $630 billion, and is estimated to take a flying leap to nearly $900 before 2026. Supporting conditions for the growth are surges among several demographics among leisure and business travellers, as well as the development of varied online platforms for booking places to stay. The online option in particular is a game changer for the industry, and has transformed many individual residences into hotel rooms, dramatically multiplying the number of places available to travellers.

 

Opening up

 

Easing up on formerly tedious visa requirements in countries throughout Africa as well China and India is also significantly contributing to the global trend for more widespread travel accommodation bookings in hotels, B&Bs, paying guest accommodation and other places to stay. Accommodation seekers on the road are most interested in mid-range options for their mix of services and reasonable prices.

 

On the move, all the time

 

The growth of tourism and travel overall, particularly the ease of booking tickets online for travel by air, rail and by road, goes hand in hand with the trend. The over-tourism phenomenon, though, shows that some prudence and guidelines may be needed for sustainable long-term growth in the accommodation sector. Both travellers and locals should not be overwhelmed. Otherwise more major cities and venues will have to corrective measures taken by the city of Amsterdam, which recently asked tourists to consider going elsewhere, and has implemented steps designed to gently slow the flow of people coming to enjoy the popular Dutch city.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More
pr digital agency bangkok thailand

The problem with PR crises today

Fake news can be just as damaging as legitimately bad news. Crises are crises – even when they don’t really seem like they should be. A new consumer behaviour study states that over half of its respondents reported that they visit social media sites at least six times a day. And while social media are ideal platforms for digital marketers to cheaply and efficiently spread key messages about clients, they are also awash with fake news that can have a negatively impact.

 

Online, all the time

 

The 2019 Crisis Impact Report: How Consumers React to a Brand Crisis, which summarises the main messages of 2,000 buyers of all kinds of products, details how misinformation remains at scourge in the information age. The proliferation of social media has led to countess reports, blogs and posts on an endless variety of topics. Unfortunately, this means that untrue information about brands can spread with little notice. Professional crisis teams need to be ready to deftly counteract with facts and stories. Keep in mind that no two crises are identical; sometimes you simply have to go with your gut.

 

Do something; do the right thing

 

Consumers expect that their favourite companies will be first to learn of a problem and first to do something about it. Delay is associated with complicity, embarrassment, uncertainty or other unfortunate outcomes. A tactical delay can seem reasonable, yet often leads to deeper problems and smaller profits. Prudence is called for, but so is direct action and a consistent message spread far and wide, so as to limit any negative fallout from unwanted news. That being said, happily though, there’s enough information out there these days that things tend to be forgotten: the report emphasises how stories with negative news decrease by 70 per cent within four months after the bad news breaks. Happily enough, part of a successful strategy for rehabilitation a reputation is thus simply waiting out the clock without acerbating the situation.

 

Key moments for core messages

 

The thing about crises is that they are also windows of opportunity. Reinvention and refocusing on core principles is always a good idea, even in the good times, lest companies become overly complacent when rivals are hungrier.

 

The Human & Digital Communications Agency

Our award-winning communications team blends human interactions & digital engagement seamlessly to produce results for brands.

Best PR Agency Delivering PR | Social | Digital. 

Read More