18 June 2019
Building Up a Brand: What We Can Learn From The Avengers and GOT
When an organisation is at the top of their game, it is forgivable to think they are invincible since they have built an empire. However if we have learnt anything from pop culture in 2019 it’s that the most loyal fan can be disappointed.
Take Avengers: End Game for example, 10 years and 22 movies later, fans were ready for the finale. After a yearlong speculation of how this cinematic series would conclude, the majority of fans responded well. Others took to social media to share their opinions of what could be massive loopholes if thought about too deeply.
This scenario shows how social media can snowball and has the potential to harm a brand, however in Marvel’s case, they did great overall. Game of Thrones on the other hand damaged the brand’s relationship with fans in just 6 episodes.
Fans of the show waited just under 2 years for the final season where they were left with a bad taste in their mouth. Major storylines were brushed aside whilst character development arcs were reversed in a matter of minutes, executing a very dissatisfying result. Luckily George R. R. Martin is still writing the book therefore the Game of Thrones’ brand still has some way to compensate the damage the production writers delivered.
Many businesses will not have a second chance to redeem themselves with loyal customers. Therefore it’s more important for organisations to ensure that their customer satisfaction rates remain at a high level and they get it as right as they can first time.
Measuring Customer Satisfaction
When it comes to consumers contacting a company, for small business, live chat software remains the highest ranked communication channel for customer satisfaction rates due to its instant nature to get answers quickly.
Companies can lose touch with their consumer needs as they pre-empt what the customer wants rather than listening to them. This is where live chat for small businesses or large businesses can introduce several ways to evaluate customer needs.
During a chat session the trained agent should be able to identify what the customer wants, simply by understanding what they are saying in chat. The majority of the time consumers will be upfront with what they are after as if you don’t ask, you don’t get!
An in-chat rating is available for consumers to share how they are feeling in real-time. If they provide negative feedback the agent has the opportunity whilst they are still in chat to change this.
After a chat has finished, a post chat survey is presented. This allows feedback to be gathered instantly. Any customer opinions will be collected and stored with along with the chat transcription. These can be reported on to ensure that the organisation is delivering and meeting their customer expectations.
Monitoring your customers’ opinions is a great way to ensure your organisation is heading in the right direction as it grows. Many companies will also track social media to see what people are saying or hold focus groups when releasing a new product to receive feedback at key points.
If your organisation is going to make consumers wait for the next release whilst building up hype, you need to ensure that your company can deliver to customers’ satisfaction. Live chat can help you keep in sync with their wants and expectations.
Click4Assistance has been providing enterprise and small business live chat for over 15 years. With many of our staff left disappointed at the final season of Game of Thrones, we understand the importance of delivering a great service to your customers. For more information contact our team on 01268 524628 or email firstname.lastname@example.org.
*DISCLAIMER* Main image sourced from https://www.flickr.com/photos/bagogames/16632632814, under creative commons rights. Image was resized to fit our standard picture size.