Consumer & Brand Relationship

Faux Pas Label aims to use social media to develop their relationship with Generation Z consumers.

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Consumer/Brand Relationships are essential in a brand’s success as it measures a consumer’s trust, comfortability and assurance within the brand (Walgrove, 2019). C/B relationships are important as they help consumers with recall during the product decision making process, a strong C/B relationship enhances the chance of the brand’s product getting chosen over a competitor brand’s product (Bersoff, 2016).

Bufferapp, a social media scheduling company stays in constant with their customers, so that they can provide prompt and excellent customer service to their consumers. Bufferapp have been deemed the ‘Happiness Team’, as they put customers first in everything that they do (Morgan, 2018). Through constant communication, Bufferapp increase their C/B relationship with their customers.

Faux Pas Label intends to provide an exemplary customer service to its Generation Z consumers, by providing positive interactions on social media. This is achieved through appropriate, relevant and appealing Instagram and TikTok content, generous Instagram contests, implementation of trusted influencers and creative Instagram story-based advertising. Faux Pas Label aims to interact with Generation Z consumers through promptly replying and sending messages, commenting on photos (see below) and liking and replying to comments on Faux Pas Label Instagram and TikTok content. Through positive and personal individual interactions, Faux Pas Label can establish and develop personable relationships with Generation Z consumers within 12 months.

6 months post Faux Pas Label launch, Generation Z consumers will be given the opportunity to give us feedback on our brand and our offering, this will help us judge our ability to establish and develop a trusted Consumer/Brand Relationship with Generation Z Consumers.

Questions for the Consumer Satisfactory Survey will include:

(On a scale from 1-5, 1 being the lowest, 5 being the highest)

Was your experience purchasing through Faux Pas Label pleasant?

Did Faux Pas Label communicate with you effectively and appropriately?

Would you buy from Faux Pas Label again?

Would you recommend Faux Pas Label as a trusted brand to your friends?