What to do if you are exposed in the 315 evening party? Try the following principles for handling public opinion:
Principle 1
Apologize sincerely
Whether or not it is the company's own fault, if it affects consumers for various reasons, it needs to have a sincere attitude first. One of the rules of communication is that opinions are less important than facts, facts are less important than stories, and stories are less important than the contagion of attitudes between acquaintances, in order to change people's perceptions.
Emotion is often a stronger force than facts in communication. People like to make emotional rather than rational judgments, and are easily influenced by feelings and preconceptions; they like simple, superficial, and dramatic information and make judgments based on it, deciding on first impressions. Those that are too specialized and deep-rooted are easily ignored. The implication of this for the construction of communication power is that in crisis response, reasoning often comes later, and the first thing to be expressed is a sincere attitude, the courage and gesture of recognizing the mistake and sincerely apologizing. Of course, this response is based on self-examination, the first time to self-check the real reasons for the emergence of time, and the real situation through the media or official announcements to respond to the public. You need to know that as your customers, they want to know what is wrong with their trusted brand, and everyone will be able to make a rational judgment about whether to continue to support the brand.
Principle 3
Improvement plans
After finding out what happened, in order to avoid such risks, you should put in place measures to ensure that similar incidents do not happen in the future. And tell your customers about the improvements so they can continue to be loyal to you.
Principle four
Do a good job after the incident
If the incident involves the victim, or the interests of consumers are damaged, the corresponding remedial program should also be there, if you do not do a good job after the incident, these customers will be lost forever, and they will also bring their relatives and friends also away from you. Fan era, everyone has a lot of circles, circle set circle this effect is a little big . Of course, said so exaggerated actually want to tell you, good treatment of consumers, who also do not want to spend money to find trouble. So the humanized aftermath is the key to win the word of mouth Oh. This principle, in fact, is from ancient times to the present unchanged from the business way: honesty.
Finally, the best response to public opinion is to do a good job in all aspects of management, so that the business is flawless, and to reduce the loss of consumer interests. Slowly operate the enterprise's own goodwill assets, so that it continues to grow. At the same time, it is necessary to pay attention to the collection and handling of public opinion on daily consumer problems, pay attention to product problems, and the smaller the problem is, the lower the processing cost. The smaller the problem, the lower the cost of dealing with it. Daily public opinion collection and organizing are numerous and cumbersome, and a professional public opinion processing tool can save a lot of things, such as the UXO All-Media Public Opinion Monitoring System, which is capable of searching the whole network of TV, newspapers, internet, microblogs, and WeChat, etc., and the information is precise and does not omit. Moreover, it is now available for free application. If you need it, you can click the original text to apply for it.