Public relations and customer experience are two closely related aspects of your business. Every business needs happy customers to be successful. Providing a great customer experience builds loyalty to your brand and generates positive public relations that attract more customers. Learn more about what each is and how they work together.
Differences and Similarities Between Public Relations and Customer Experience
The main difference between public relations and customer experience is the audience that each career works with. Public relations personnel are responsible for generating a positive brand image and raising awareness of your business. They usually do this through interactions with various media channels.
Customer experience includes every interaction a customer has had with your business, from introducing your brand to making a purchase. Customer service representatives work directly with your customers to answer questions, resolve issues, and provide a positive experience with your brand.
These two aspects are crucial for a successful business. Staff members are trained to promote your brand and products, they just take a different approach to doing so in each department.
Public relations and customer experience should be viewed as an ongoing cycle of feedback and a critical way to interact with your audience that can help your business grow. Many companies find that a customer experience platform Engaging with your customers and offering them a chance to talk about their experience is very beneficial for creating better PR strategies.
How Public Relations and Customer Experience Influence Each Other
Public relations and customer experience strongly influence each other. Public relations is usually responsible for most of introducing your customers to your brand. Your PR campaign provides information about your business to the public through various media channels, hoping to capture their attention and make a sale.
The image you convey and the expectation you create for your product influence the customer experience. Did you deliver on the promises you made or did your product fall short? Good PR attracts customers and gives you the chance to deliver a fantastic experience that builds customer loyalty to your brand.
Broadly, public relations is used in two ways. One of them is to manage any criticism of your brand and mitigate the damage caused by bad experiences. The other is to use positive data and information to communicate with customers to generate interest in your brand. Some of the ways you can use public relations to create the best customer experience include:
- Encourage customer feedback and use collected data
- Monitor social media accounts and use positive reviews and testimonials to generate more favorable PR.
- Ask your PR team to work closely with the customer experience team to share ideas.
- Pay attention to current trends and customer demands and direct your public relations efforts to meet those needs.
- Build great branding by telling your story and sharing fresh, engaging content.
- Be consistent with your messages by unifying the entire company so that every department is on the same page.
- Stay transparent and honest. Use your PR platforms to address both good and bad customer experiences and show your loyal audience that you hear them, respect them, and will do whatever you can to give them an even better experience at the future.
Once you realize how closely the customer experience and your PR strategy are intertwined, you can put in place more effective methods. Monitor customer data and create an open communication dialogue. Use the insights you collect to harness the power of your customers’ voices and focus on PR efforts that target current trends and demands. It can help you dramatically increase your success and grow your business to new levels.