Organizations are obsessed with brand image they showcase on all platforms to build relationships with the public, customers, and other stakeholders. And this relationship relies majorly on the perception people have of an organization keeping the buzz or fuss about its products and services in mind. Whether these are the words of appreciation that make it popular amongst the customers, or the words of criticism that give a decline to the business sales, public relations (PR) is always found listed at top of any organization’s brand reputation management plan.
Coming to the latter, PR proves to be a life-savior whenever a brand’s image is smeared or damaged. When any of the operations is disrupted due to any crisis (such as financial loss, product contamination, and services fraudulence), the insiders’ view or message is shared directly with the audience for clarification, investigation or resolution through different public relations activities. This saves the brand or corporate image of the firm and builds loyalty to the customers.
1. Keeps the situation of crisis transparent
Being one of the most effective ways of communicating with the target audience, PR maintains the transparency between a brand and its customers during any crisis. Whenever any crisis in the form of false accusation or allegation hits a business brand, the authority can confront the audience or general public quickly to preserve the brand image. This can be done through organizing a press conference or posting an official announcement video on social media.
2. Wins the trust and belief of customers
When any serious allegation is made on any brand which people count on, the customers’ trust and belief on the brand is immediately put at risk. The brand image is immediately disparaged, and the long-continued business alliances are on the verge of breaking. Public relations, in such a case, keep the relationships bound together through swift communication and timely exchange of opinions between both the parties. An organization can win the lost-trust of its customers when the company’s representative or CEO comes forward to speak about the crisis, its impacts on the large population and the ongoing processes in the backend to handle the crisis.
3. Monitors the public responses
Scams and fraudulence are the main threats to an organization’s reputation. Customers, lawyers, critics and the competitors speak negatively about it & its offerings which hamper the prospect growth & established reputation. Therefore, Public relations management team monitors each of the responses and reactions to the crisis and prepares the honest, wise, and logical justification to the public responses that brings back the reputation to the organization.