¿Cómo reconstruirías la confianza con los clientes después de un problema de credibilidad de influencer?

Acknowledge it, take responsibility and provide a solution. Coming with a solution is the best way to regain the trust. This way they will know that they can trust you. We are humans and can make mistakes, but knowing that wjen this happens they can rely on us to solve it is another step in the relationship.

Be upfront and transparent with your client. Explain what happened, take responsibility, and apologise for any inconvenience caused. Honesty is truly always the best policy. Assess the damage. How has this impacted your clients' campaigns and target audience? Analyse data and gather client feedback. Based on this, revise the influencer marketing strategy and develop stricter criteria and checks. Implement safeguards to prevent similar issues from happening again.

Address the problem head-on with your clients. Acknowledge the credibility issue and take responsibility for the oversight. Transparency is crucial to maintaining trust.

Proactive communication is key. Advising clients to take swift action, such as issuing public statements or corrective measures, can help mitigate any potential damage to their brand reputation. Emphasizing the importance of learning from such incidents and implementing safeguards to prevent recurrence is also essential.

Para reconstruir a confiança dos clientes após um problema de credibilidade do influenciador, comece abordando o problema de maneira transparente e honesta, reconhecendo o erro e comunicando os passos para corrigi-lo. Envolva o influenciador em uma campanha de reconciliação, mostrando seu compromisso em retificar a situação. Ofereça conteúdo valioso e autêntico que demonstre o valor real da marca e reconquiste a confiança dos clientes. Realize ações que beneficiem diretamente os clientes afetados, como descontos ou brindes. Monitore e responda ativamente ao feedback dos clientes, demonstrando um compromisso contínuo com a melhoria e a transparência.

Assess the impact of the issue on the campaign and the brand. Analyze how the credibility issue has affected engagement, audience perception, and overall campaign results.

Neste momento, inicia-se o trabalho de social listening, para entender a opinião do público sobre o acontecimento e adequar a estratégia para os próximos passos.

Revise your strategy by analyzing the failure's root cause, re-evaluating your influencer criteria, and enhancing vetting processes. Shift focus to authenticity, aligning with influencers who reflect your brand values. Implement stronger monitoring and feedback systems to ensure continuous alignment and swiftly address any future issues.

Develop a revised strategy that addresses the issue. This may involve finding a new influencer, changing the campaign approach, or adjusting the messaging to mitigate any negative impact.

Start by reviewing and refining your influencer selection process to prioritize those who genuinely align with your brand values and maintain authentic connections with their audience. Diversifying your influencer portfolio can also mitigate risk, spreading exposure across a broader spectrum of influencers.

Gibt es überhaupt eine Influencer-Marketing-Strategie? Oder wird nach dem Motto "ich probiere mich mal aus und heure ein paar Influencer:innen an," gehandelt? Obwohl es sie nun schon seit über 10 Jahren gibt, ist das Influencer-Marketing, eine weiterhin unterschätzte Disziplin. Aus eigener Beobachtung gilt das insbesondere für KMU. "Einfach mal probieren", ist zum Sammeln erster Erfahrungen nicht falsch. Das ist aber keine Strategie. Die entsteht erst wenn Ziele auf ein strukturiertes Vorgehen treffen. Damit lässt sich die Kampagne, wie auch die Zusammenarbeit mit den Influencer:in strukturiert überprüfen, was eine Optimierung der Strategie erst möglich macht.

Work on re-engaging the audience by addressing their concerns and reaffirming the brand’s values. Use authentic and transparent communication to regain their trust.

When addressing a credibility incident, engage openly with your audience through various communication channels. Be transparent about the issue, demonstrate your commitment to quality and values, and actively listen to and address customer feedback. This proactive approach not only rebuilds trust but also reinforces your brand's integrity in the eyes of your audience.

To rebuild trust, transparently address the issue, apologize sincerely, and end ties with the problematic influencer. Implement corrective measures to prevent recurrence. Communicate directly with clients, offering compensation or reassurance. Re-engage the audience through consistent, honest updates, highlighting positive changes and reinforcing your brand's commitment to integrity.

"Ehrlich währt am längsten." So alt der Spruch ist, er bleibt bestehen. Das gilt insbesondere wenn es um die Wiederherstellung von Vertrauen geht. Sobald die Gründe für eine fehlgeleitete Influencer-Marketing-Kampagne festgestellt wurden, gilt es sie offen und transparent mit dem oder der Influencer:in zu besprechen. Im nächsten Schritt gilt es selbiges mit den Publikum zu machen. Optimal ist es, wenn Brand und Influencer:in dies gemeinsam tun, statt einseitige Statements vorzunehmen, die selten auf Glaubwürdigkeit treffen. Trifft dies auf Verständnis seitens des Publikums, kann daraus wiederum gar eine echte noch authentischere Zusammenarbeit entstehen. Denn: Beziehungen ändern sich, auch zum positiven! Das weiß jeder.

Communicate openly and honestly: Share your plan to address the issue and involve influencers in the solution. Show transparency and accountability: Be transparent about what happened and take responsibility for the mistake. Focus on relationship building: Foster strong bonds with influencers and clients through regular interactions. Implement new policies and procedures: Ensure that new measures are in place to prevent similar issues in the future. Showcase positive change: Highlight successful collaborations and positive outcomes to rebuild trust. Example: After a credibility issue, I personally reached out to influencers and clients, explaining the situation and outlining steps to prevent future issues, and it helped rebuild trust.

Strengthen your relationships with both the client and the influencer community. Show your commitment to quality and integrity by implementing more rigorous vetting processes for future collaborations.

Prioritize open communication and clear expectations with influencers and clients. Regularly engage in feedback sessions to maintain alignment and detect issues early. Cultivate a supportive community around your brand based on authenticity and trust, which will help mitigate the impact of credibility challenges and strengthen your influencer marketing strategy overall.

D'après mon expérience, le plus important c'est d'être transparent avec le client et de lui apporter des solutions. Dès qu'on se rend compte du problème, prendre le sujet, chercher des solutions (négociation avec l'influenceur, recrutement d'autres profils...) et prévenir le client. Ensuite il faut se montrer rassurant, compréhensif et aidant. Expliquer la situation au client et ce qu'on a mis en place pour y remédier et arriver à proposition satisfaisante pour gagner sa confiance !

Implement measures to prevent similar issues in the future. This could include stricter influencer screening, continuous monitoring of influencer activities, and setting clear expectations and guidelines.

Commit to continuous improvement in your influencer marketing strategy by implementing robust vetting procedures, crisis management plans, and monitoring systems. Learning from past incidents and proactively addressing potential issues demonstrates your dedication to upholding ethical standards and maintaining trust with clients and audiences alike.

We're living in wonderful times where many tools and methods are available to vet influencers, set expectations, and put measures in place to avoid such a thing from happening again. Use those tools and methods. If possible, get in touch with someone who has done influencer marketing at length before (inhouse or external consultant) so they can share with you the know-how of what all could go wrong and how to mitigate. No marketing effort is going to be 100% mistake-proof - but measures can be taken so that in case such a thing happens, you're prepared and alert. So it won't catch you off-guard.

To effectively rebuild trust after an influencer credibility issue, consider implementing a robust crisis management framework. At Tru, we developed a comprehensive plan that includes immediate steps for damage control and long-term strategies for reputation restoration. Our team monitors social media and other channels in real-time to quickly address any fallout. Additionally, we launched a series of educational webinars for clients, emphasizing our commitment to ethical practices and transparency. This proactive approach not only helped mitigate immediate concerns but also demonstrated our dedication to maintaining high standards, thereby rebuilding client trust over time.

Na tentativa de evitar ao máximo qualquer problema que possa envolver a credibilidade de um influenciador, é imprescindível que exista o monitoramento constante do perfil escolhido para trabalhar com a marca. Entender o que o influenciador fala, como se posiciona na mídia, qual postura ele adota diante de questões de grande impacto social pode melhorar a sua percepção do quão benéfico ou não será o uso desse influenciador em sua campanha.