With crisis comes opportunity – 4 things you can do for your business during a crisis

In Public Relations, a crisis is an opportunity to pitch a story to come out stronger at the end of it. Many businesses find themselves in dire economic downturn owing to the COVID-19 pandemic and it is essential to keep your cool and stay proactive. Laying low will not help maintain and develop your brand image. Don’t cut down on work hours for your PR specialists, instead support them and focus on developing an effective crisis communication strategy.

 

Don’t miss out on the opportunity

 

A crisis will pass and everything will return back to normal – but a business that makes use of the crisis to fill an information void will have the upper hand, coming out of the crisis. During the coronavirus outbreak, any news related to the virus will attract instant interest. Services that minimize person-to-person contact, CSR activities will create buzz and your name will be mentioned in news articles and this will portray your brand in a new light.

 

Give your clients something to look forward to

 

A lot of businesses are on the verge of closing down, especially in the hospitality and tourism industry. Airlines, tourist agencies and entertainment centers are temporarily closed.

 

This virus will someday go away and people have hopes and plans for the future ahead. Your business, disappearing from the public eye will make people anxious – keep running those ads, post social media content and keep those blog posts going. If you have a subscription based business like a gym, be sure to inform your clients about your plans for after the crisis, let them know what will happen to their memberships after – offer a complimentary extension, give them something for their support because the goal is to keep your clients happy.

 

Be kind

 

Acts of kindness can go a long way in provoking interest. A lot of subscription based video sites, especially educational sides have come out and offered open access to all for their content. Help people in any way you or your business can, it could be something as small as volunteering as a team or offering your services to those in need.

 

Share your experience

 

With so many changes in the way life works, there are people and organisations out there that haven’t been able to adapt 100% to the current situation. Share your personal experience on how remote working was organized, the challenges you faced as a team and how you overcame them. This will make people feel closer to your business. Make sure your communication is as friendly as possible, whilst being proactive and open for action.

 

It’s just a matter of time before this crisis passes. As a PR agency, think about how you and your clients can benefit from the situation. Life will go back to normal after the quarantine and you must work towards securing a spot for your business in the day-to-day life of people when all this is past us.

 

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. 

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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. 

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How can Public Relations drive businesses?

Public Relations is certainly an undeniable driving force behind businesses. PR drives businesses and as PR professionals, it is our job to help customers feel connected to the business and its services. Let’s take a look at why PR drives business.

 

Improve your reputation

 

If there’s one thing that PR can do for your business – it can improve or improve your business’s reputation, which can drastically impact customer acquisition or retention. However, public relations professionals are not usually in charge of making or spreading advertisements. PR will get the word out about your business nevertheless through newspapers, online publications and of course, social media.

 

Manage social media handles

 

Not all PR professionals are social media managers but all social media managers are PR professionals in their own right. Social media plays an important role in reaching current and potential clients, especially in this day and age. A social media manager can help create social media accounts and manage its upkeep by posting relevant content – this may come in the form of engaging posts, advertisements or even replying to user engagements.

 

Forging relationships with other businesses

 

PR can help your business build relationships with both your customers and also other businesses. To forge a relationship between businesses, a PR professional can work with other businesses to promote an event, create joint partnership activities that benefits both parties or even plan a sale.

 

Promoting events

 

PR professionals are not the ones who will actually plan an event, but they will be the primary source of getting the word out because, if no one knows about the event, no one can benefit from it.

 

PR professionals will prepare a press release about the event, promote the event in newspapers and on media, or even distribute flyers. During or after the event, PR professionals can turn back to the attending journalists for their comments on the event and make sure they publish to keep the public interest in the business or brand event after the event is long done.

 

Manage crises

 

The last thing that business owners want to think about is what could go wrong with their business, but that’s never really the case. There are a variety of things that could go wrong depending on the nature and size of your business, from something as simple as negative customer feedback to something as serious as a public scandal involving your business.

 

This is where public relations comes in, PR professionals can help limit the spread of bad news or turn the bad news to something positive and help maintain the public’s trust in the business. Public relations professionals usually get in touch with news agencies and media to make sure that the story that goes out is the one the business wants to be told, rather than fake news from rumours going about.

 

PR can help build a long lasting relationship between your business and the public. An efficient PR professional will do everything they can to get positive attention for your business and try to cut down negative attention, these are just some of the reasons why public relations is a driving force behind so many successful businesses.

 

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. 

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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. 

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HOW WORKING REMOTELY CAN BE BUSINESS AS USUAL

The growing concerns surrounding the spread of Covid-19 is forcing business owners to look at alternatives for how they can stay operational yet protect their staff, customers, and suppliers. For many businesses, one option is to initiate a remote working policy and have all employees work from home. But how is that manageable?

 

Some companies embraced remote working many years ago and they have proven it can be done; one prime example is Automattic, the company behind the popular WordPress website and blogging platform. This is a billion-dollar company with around 400 employees and no offices, that’s right, not one office.

 

The technology available to us all today makes remote working easy and productive. Aside from email, we have Skype, Zoom, Slack, Eko, WhatsApp, and more. Even the good old-fashioned conference call is effective.

 

One of the most important factors to making this work is having a project manager or a project management tool. The aforementioned Slack is one such option, as is Thailand’s own Eko, developed by Korawad Chearavanont as an alternative to Slack and other apps.

 

Change is difficult for many, but when circumstances such as those confronting us all right now arise there is a need to embrace change and make it work for your business.

 

Once a company masters the remote working process they can continue to use it to their benefit once the Covid-19 crisis passes. It opens the door to engaging the skills and talents of freelancers and consultants from all corners of the world. This, of course, expands the capabilities of a company.

 

There is another benefit to embracing remote working and that is staff morale. There are times when some staff may need to be at home for personal or family reasons, giving them the option to work from home while still being a productive member of the team gives them a boost and shows them that the company respects their needs.

 

At Vivaldi, we started to explore the potential of remote work in early 2019 and we have not looked back since. If you would like to discuss our experiences with this and how we make it work for us please feel free to get in touch.

 

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. 

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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. 

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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. 

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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. 

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It’s 2020 – How to captivate your customers with your PR strategy?

Communication has always been a strong suit for PR over other forms of marketing and successful communication is the key to building a more effective PR strategy in 2020. You can communicate in so many different ways based on the size of your business, location and what your goals are. When communication is executed the right way, you can benefit from a seamless experience that translates to better products, more sales and enhanced customer service.

 

In the digital age, we have access to a wider range of resources and tools than ever before which enables PR professionals to take a more proactive approach to communications with the help of various digital tools.

 

Market brand stories

 

Over the last few years, storytelling has been growing into one of the keys to brand communications because marketing messages that tell a story will help form emotional bonds with clients. For PR teams, this means having a good idea of brand values and what is required for brand growth. The human factor is of utmost essence to make a connection in any PR campaign. Vivaldi PR understands that and blends human interactions & digital engagement seamlessly to produce results for brands.

 

Content is king

 

Marketing and PR trends have changed drastically with time but content is one thing that has always been and continues to be one of the most important tools for public relations. The right content has the potential to transform your business. Your content needs to demonstrate your understanding of your sector if you want your customers to respect your business as a professional outlet. Employ the right content to provide value and make sure that it is totally consistent with your brand ideals and PR strategy.

 

Add social media influencers in your strategies

 

Influencer marketing is one of the fastest growing means of PR. They have been the talk of the town over the past couple of years. They bring a lot of value when it comes to creating buzz around products and offers and by using them the right way, you can gain more brand awareness than ever. In 2020, make sure you focus on long-lasting relationships with influencers that suit your brand.

 

Listen to customer voice

 

Customer feedback is something PR teams need to focus on in 2020 because this helps you
get a clearer idea of what you’re doing right (and wrong) and also improve your business processes. A user-friendly, no hassle customer satisfaction survey can help PR teams gain valuable insight which can be used to make crucial improvements.

 

Public relations is one field of communications that goes through changes quite rapidly. In order to make your PR strategy withstand the test of 2020, you must pay attention to your means of communication. The right blend of customer feedback and content that showcases your brand culture will make it more likely for your strategies to see real success in the 2020s.

 

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. 

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Social media for your business

Mass emails tend to be ignored. It simply lacks the “cool” factor in this social media driven age. But does that mean you should turn to social networking to get your business out there for everybody to see?

 

The answer is no and YES. Facebook is not the best place to share business related content most of the time, Twitter could be a powerful tool if you play your cards right, but LinkedIn is a potential treasure trove for business. This platform exists to connect people and businesses and a well laid-out strategy will generate some high-quality leads, simply because of the professional nature of the platform.

 

LinkedIn as a tool to boost brand image

 

You can use LinkedIn to highlight your thought leadership, keep your followers up-to-speed about the good work you’ve been doing, talk about your company culture and what your employees have been upto and if you have a blog you can feed them directly to your feed. Relevant content should translate to footfall on your website or blog.

 

Your story could be about trends, stats, people, success. LinkedIn’s native video sharing is an effective way to communicate – if you follow a few ground rules on what intrigues people to click and watch a video. A mix of interesting talking points, invigorating visuals and bold, assertive text should do the trick.

 

Some tips to make LinkedIn more productive

 

Share some behind-the-scenes on how you came up with a concept or a product. People are always fascinated by how things are done within an organization. If you have a well-known designer or industry leader, that’s your golden ticket.

 

Talk about your employees and the values they bring to your company. Show-off the hard-work your team puts in during events. You can also showcase new-hires and the hurdles they’ve been through to be a part of your organization. LinkedIn is a great platform to attract the best talent to work in your company.

 

Tease a new product. Product teasers are fascinating, the aura of mystery behind them intrigues people to want to know more about your product and your business.

Native videos on LinkedIn are quite easy to post. But most videos on social media are viewed with the sound turned off. Placing bold, assertive text close to the subject or highlight of the frame is a way to tell your story event with the sound turned off.

 

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. 

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