Many brands offer vague assurances like “we’re looking into this,” but that’s not what customers want to hear. If things are missing a part, they want to hear that you’ll be mailing replacements. If you don’t have addresses, tell them how they should contact you. Being specific is always better here. A fundamental brand promise is that the product will do what it claims it will do. If you fail here, forget about your brand development strategy. Your brand identity will be mud, and your target audience will likely abandon you.
You might recover, but failing to resolve a problem Photo Restoration Service correctly isn’t the first of your issues to many customers. It will be at least the second problem in a row, and that will make many people who gave you the benefit of the doubt give up on you. #3: Give a Timetable for Resolution Just like the first two areas, it’s better to be specific here when possible and honest about any potential delays. Worldwide shipping issues in 2021, for example, have delayed delivery of some goods by weeks or months. If that kind of thing affects you, just say it and give your best estimate for when it will be resolved. Timetables are one area where you can be a little vague.
You won’t hurt your marketing strategy if you say you hope to deliver a resolution by May 1st, but shipping issues outside of your control could push it back to June. #4: Thank the Customer for Their Support If possible, make them an additional promise that you can follow through on. If people feel like they’re getting something extra, they’re usually willing to wait. Step Four: Maneuvering A brand isn’t set in stone once it reaches the market. Once you launch, you may have to deal with threats from a new business, changes in your core message, or additional feedback about things customers experience when buying your product.