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Is all PR really good PR?

Is all PR really good PR?

If you’ve read the subject, you’re probably going to say yes, because that’s what we’ve heard for years. Brands have been investing heavily in marketing and public relations to build a strong image and be in the public eye at all times amidst the cut-throat competition.

But what if brands got PR for free? We’re talking lousy PR, of course (if it were really good it wouldn’t be free, right?). Years of effort, loads of money spent, and yet one reckless move can turn into a nightmare for a brand, damaging its reputation, sales, valuation, and so much more.

Add to that the power of social media controversies, and you can bid a great brand goodbye overnight. Some may argue that the myth ‘All PR is good PR’ is right. Sure! It builds some brand awareness. Those who have never heard of the brand can now see it making waves across the news, but at what cost?

Some brands might not even intentionally plan bad PR stunts, but business decisions might put a brand at stake, and while that might seem monetarily worth it, it’s never worth risking your reputation.

Consider Deliveroo’s recent business move. To cut costs in the UAE and stay competitive, the food-delivery giant decided to slash rider salaries by 15% while asking some of them to even pay for fuel, work overtime, and bear their own visa costs. When riders retaliated with a strike and customers took to social media over cancelled order concerns, Deliveroo was quick to play the blame game without owning up to its decisions.

It wasn’t long before riders shared their plight on social platforms. Deliveroo received backlash from its customers for subjecting its staff to poor work conditions, especially in UAE’s scorching summers. Protecting your prices and product over your people can NEVER be a good decision and Deliveroo has learnt it the hard way in the last couple of days.

Now, halting all changes and promising its staff their fair dues, Deliveroo is back in business, but that probably doesn’t change the fact that its brand image has been tarnished. Many users called for a boycott of the company, while others encouraged people to tip delivery workers.

That’s what we’re talking about when we say one wrong move can affect your brand image for years. There are plenty of scopes to get dragged into brand wars and controversies, especially when you humanise a brand. It’s unreal to be right all the time. It’s also often fair to test the waters to know what your audience expects and get them to talk about you because that’s what you eventually want. But there’s a fine line between testing the waters and taking a plunge in the deep sea, which you don’t want to cross!

Signing off with a quote by journalist Bob Schieffer – ‘Good policy always trumps bad PR’ – make sure to get it right.

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7 Techniques To Use Branding To Create A Better Customer Experience

If we asked you your favourite brand there’s something that comes to mind, right? What exactly made that brand come to mind? Was it its core facets like logo, design, typography, packaging, or was there more to it? How long did it last in your mind? Companies that consider themselves the best branding agency in Dubai and beyond, go out of their way to create a brand experience not just restricted to the above factors. They evoke an emotional and personal connect with customers which adds value to the brand and creates a long-lasting impression.

Apart from the emotional connect, the marketing, the presence, the reviews, the treatment, and much more plays an essential role in representing the company. How a customer perceives a brand across every touch point and how they build a connection that is strong enough to believe in it makes all the difference. Brand experience and customer experience are inter-related and top branding agencies in Dubai strictly adhere to best BX and CX practices.

Let’s take a look at creating a better customer experience through branding practices, so as to become the best branding agency in Dubai.

1. Strengthen your relationship with employees

This might seem out of context, but it plays an essential part in building stronger connections with the customers. If something is hindering the employee’s smooth deliverables to the customer, it will affect the perception of the brand. Effective communication through surveys or any other medium may raise common pain-points in the overall employee experience and can be eventually resolved. A happy employee who is empowered and gives his best will have a positive impact on the brand’s clientele and well-being.

2.  Make your presence felt

It would be an understatement to say that the world is driven by technology, and brands can make the most of it by being omnipresent. More than 50% of web traffic comes from mobile devices. The digital journey with multi devices plays a vital part. Customers use a range of online and offline media to connect with a brand, so no matter how tasking it may seem, it is important to up your game and make your presence felt through compulsive strategies.

3. Make it personal

If someone exactly knows what you want and gives you that, how do you feel? That’s what personalisations do. Customers are seeking more personal and exclusive experiences that are tailored to their demands. Evoking an emotional connect through activations or activities or simply understanding their user profile, demographics, preferences, shopping histories etc. and using them to deliver personalised experiences, will strengthen the relationship with the customer.

4. Educate your customers

What does your brand stand for? Or what do you want your brand to be known for? In order for your customers to understand your brand well, you need to educate them and gain their trust. Some of the best ways can be giving away freebies or free samples so that your potential customers can try and get an exact idea about your brand.

5. Social Listening

Customer experiences are often shared across social media platforms especially if they are negative. If your brand happens to face such an issue, you can take appropriate actions and respond to their concerns. This won’t just boost your reputation on social media, but also increase your presence.

6. Refine and rebrand if required

To become the best branding agency in Dubai, or literally anywhere else, make sure that the brand represents exactly who you are as a company in the best possible way. Lot of researches cited that, the reason why customers could connect with a brand was due to the value that it provides. This also means creating a logo that is easy to understand, a consistent colour scheme and an effectively defined brand messaging. If your brand is unable to attract your target audience, you can also consider rebranding.

7. Reward your loyal customers

A satisfied customer makes a business successful. One of the vital parts of building a strong relationship is to make them feel valued and honoured and give them due credit for your company’s successful endeavours. The best way to do this is through rewards, giving early access and offering special discounts to loyal customers.

By now, we hope that its been clearly established how a customer experience plays a vital role in brand performance. Whether it is a small business or a full grown one, customer experience should always be the primary focus.