www.simplify360.com

Stage 3

HaveYourSay

Team Name: Digi-Rock

Name of first member: Disha ParekhCollege Name: SIMC, Pune

Name of second member: Bhanu Prakash V.College Name: SIMC, Pune

#ShoppiiShaves

How to handle social media crisis

Response Mechanism

According to Jim moron institute and Lee Resources - • Resolving a complaint in the customer’s favour will make

them do business with you again 70% of the time.• Up to 95% of customers will give you a second chance if you

handle their complaint successfully and in a timely manner.• Also while unhappy customers talk to 5 people, unhappy ones

who u win back talk to 10.

There should be two

accounts.

Advertising, Promotions

and Offerings

Customer Feedback & Complaints

There should be a team to handle complaints rather than a single admin handling all kinds of issues. It also

becomes easier to guide the customer to the right place and will be addressed by the right person.

A study conducted by Lithium says that 72% of the customers expect brands to reply on complaints posted on Twitter within one hour.

The longer a customer waits, the angrier he becomes.

AIM: Quick Response

Identify types of customers and act accordingly

Aggressive ones Let them know that you are really helpful

by giving them assurance.

Leaving out kind Customers who are ready to switch over to competitive

brands should be dealt with utmost care. They should be informed about the brand’s offerings and what they are likely to miss out and allow

them to decide for themselves.

•No matter what type of

complain it is, the customer

should feel that he is heard.

• When a consumer is acknowledged, he

achieves an ego satisfaction.

The solution provided should be to the point and should not lead to a long discussion or a

thread.

A complain or a negative comment should never be removed or deleted

Always remember to close the loop.

Confirmation should be provided after the issue is resolved, so that the loop is closed

If you feel that the situation is going

out of hand turning out to be a fight, take up the issue off the page and contact the

consumer directly and address the

issue.

In other cases where healthy discussion is going on, the

customers should be encouraged to share their

views and solutions to problems should be provided

on the page itself so that thousands of other potential

consumers also view the thread and feel that the

brand is genuinely interested in their opinions.

Effective training should be provided to the team and need to be proactive in Preventing Detecting & Responding

Assuring the customers that we are not just a brand with a logo,

but there are kind people behind to address your issues is very

important.

#Tackling the Current Mess

Apologize

Deliver the correct

purchase along with

additional gift

Video Campaign to

improve reputation

The Strategy

Apologize sincerely to the customer on Social Media platform,

Send her the item that she ordered along with a gift. This gesture is likely to calm her

anger. She is most likely to be convinced and would post this on social media platforms for others

to see.

In order to improve the reputation, the firm can shoot a video highlighting their USP – 1 day delivery all over the country. This video can show how many deliveries the company makes in a day and how many customers are satisfied with the company. This video can then be posted on social networking websites. The objective of this video is that the customers are loyal and sincere towards the brand and also shows the kind of customer base the company has – Large and Gratified.

Distributers

•Let them know how profitable your business is with sales trajectories assuring them of giving profits back once the market is in favour.

•Bear cost of retail promotions which gives him a sigh of relief.