Briefly Discuss the Importance of Valuating Customer Voice and Emotions

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The Answer is A social media storm requires a larger portion of empathy and emotional stamina from the organization. One important step that leaders need to take to accomplish that is to acknowledge the situation based on analysis of the resistant and resilient approaches, while acknowledging the emotional mechanisms that are activated in the management team when a social media storm hits. Valuing the customer anger that drives it is an important part of the process as well as building value congruence. This "mirror exercise" of taking a stakeholder perspective not only helps the managers to understand the impact and nature of emotions on human actions in general; but it also eases the process of building a transparent organization. This is vital, because when organizations reject or "distort" certain actions, or lie to the public, it consequently triggers a stakeholder call for transparency. Managers can express empathy for the uncertainty that the members of the organization experience and share with them the process you are using to get more information about the evolving situation. It can feed more empathy in the stakeholder communication. Transparency will help people to manage their anxiety inside as well as outside the organization. Tell people what you know and what you do not know as well as what you do in the process, rather than giving promises you cannot keep.

Briefly Discuss the Importance of Valuating Customer Voice and Emotions

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