{"id":3357,"date":"2016-11-08T18:59:53","date_gmt":"2016-11-08T13:29:53","guid":{"rendered":"http:\/\/www.blogbrandz.com\/tips\/?p=3357"},"modified":"2023-02-04T04:36:47","modified_gmt":"2023-02-03T23:06:47","slug":"deal-negative-feedback-social-media","status":"publish","type":"post","link":"https:\/\/www.blogbrandz.com\/tips\/deal-negative-feedback-social-media\/","title":{"rendered":"7 Strategies To Deal With Negative Reviews On Social Media Channels"},"content":{"rendered":"<p><em>Negative reviews or feedback can rattle the best of brands. Here are 7 tips to deal with your customers\u2019 negative feedback on social media channels.<\/em><\/p>\n<p>Did you know that the user base of Facebook has reached a mammoth 2.85 billion monthly active users worldwide?\u00a0The same stratospheric numbers are a reality for other social channels, such as <a href=\"https:\/\/www.blogbrandz.com\/tips\/booktok-for-authors\/\" target=\"_blank\" rel=\"noopener\">TikTok<\/a>, Instagram, Twitter, YouTube, LinkedIn, and Tumblr.<\/p>\n<p>Statistics, however, convey only half the picture\u2014they might not tell how much these social channels have influenced societies across the world. Social media has grown a lot over the years.<\/p>\n<p>From a fun platform to share and converse together, social media has metamorphosed into a giant medium that brands can\u2019t ignore when they plan their digital marketing strategy.<\/p>\n<h2><strong>Social media has transformed brand interactions<\/strong><\/h2>\n<p>Social media has transformed the landscape of interactions with customers. Now, brands are well-positioned to reach out to their target audience based on demographics, convert them into prospects, and understand their requirements better.<\/p>\n<ul>\n<li>Brands and customers can engage with each other like they never did before<\/li>\n<li>Feedback and reviews can be shared<\/li>\n<li>Customers\u2019 pain areas can be gauged and then addressed<\/li>\n<li>Immediate communication with the target audience is a reality now<\/li>\n<\/ul>\n<h2><strong>Customer feedback makes it essential to deal with negativity <\/strong><\/h2>\n<p>Although social media channels have enriched businesses in more than one way, they have also made the prospect of getting negative reviews much easier than it used to be.<\/p>\n<p>Any customer, or user, can reach out to the business and offer feedback or an opinion.<\/p>\n<ul>\n<li>Customers are free to air their views about brands and things that did not meet their requirements<\/li>\n<li>Negative reviews are now a regular factor for brands to consider in their social communications<\/li>\n<li>Brands are showered upon with as much negativity as positivity<\/li>\n<li>If negative feedback is not handled properly, it can dilute brand value<\/li>\n<\/ul>\n<h2><strong>How to deal with negative reviews on social media<\/strong><\/h2>\n<p>Negative reviews or feedback can rattle the best brands in the world, as their impact can be debilitating at times.\u00a0Here are 7 tips to deal with your customers\u2019 negative reviews on social media channels.<\/p>\n<h3><strong>#1. Have a strategy in place <\/strong><\/h3>\n<p>The moment you establish a social presence for the business, you should be aware of facing roses and brickbats in equal measure.<\/p>\n<p>You can\u2019t expect only roses to come your way and brickbats to go your rivals\u2019 way. You should have a proper plan in place to handle negative feedback.<\/p>\n<ul>\n<li>The plan of action should be consistent with your brand ethos<\/li>\n<li>You should be compatible with the plan for a while<\/li>\n<li>Any changes should be done after analyzing its effectiveness<\/li>\n<li>The purpose should be to pacify the customers and be empathetic to their grievance\/s<\/li>\n<\/ul>\n<h3><strong>#2. Face criticism head-on and own up to your mistakes <\/strong><\/h3>\n<p>The last thing customers want is for you to take evasive steps and hide behind excuses. This will further aggravate the problem.<\/p>\n<p>You should face the criticism or negativity head-on and, rather than passing on the responsibility, own up to your mistakes.<\/p>\n<p>Here\u2019s what you can do to deal with criticism on social media:<\/p>\n<ul>\n<li>Recognize the complaint<\/li>\n<li>Admit the mistake<\/li>\n<li>Apologise for the convenience caused to customers<\/li>\n<li>Show your intent to resolve the issue and then go about achieving the goal<\/li>\n<\/ul>\n<h3><strong>#3. Don\u2019t feed the trolls<\/strong><\/h3>\n<p>Social media is not free of trolls. Their writ should not extend beyond causing a mild nuisance. Never take trolls seriously, as they&#8217;re not your real customers and their complaints are not genuine.<\/p>\n<p>When dealing with a troll, you should:<\/p>\n<ul>\n<li>Avoid the urge to respond<\/li>\n<li>Monitor them and screenshot their comments<\/li>\n<li>Warn them<\/li>\n<li>Block them, if they continue to create trouble<\/li>\n<li>Remove their comments<\/li>\n<\/ul>\n<h3><strong>#4. Avoid unnecessary attention <\/strong><\/h3>\n<p>Experts suggest taking the complaint or feedback out of the spotlight once the issue is resolved.<\/p>\n<p>Not doing the same means you are giving new customers a chance to peek into a past that is not \u2018rosy\u2019. This can adversely affect your brand&#8217;s reputation.<\/p>\n<p>Here\u2019s how to deal with negative posts:<\/p>\n<ul>\n<li>Take the post down once the matter is resolved<\/li>\n<li>Don\u2019t engage in a chain of response using social networks when the matter is complex in nature. Take it offline.<\/li>\n<li>Look to leverage customer service support via phone or email.<\/li>\n<\/ul>\n<h3><strong>#5. Constantly monitor for brand mentions<\/strong><\/h3>\n<p>It\u2019d be wrong to assume negative feedback as a one-off event, so plan accordingly. Look at them as a permanent factor in your social presence.<\/p>\n<p>This means you need to have a system in place to be notified as and when feedback happens on social sites.<\/p>\n<p>You should:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/social-media-post\/#7_Use_social_media_listening_tools\" target=\"_blank\" rel=\"noopener\">Use social media listening tools<\/a> to keep track of your brand mentions<\/li>\n<li>Keep searching the internet for comments, reviews, or feedback by entering keywords relevant to your brand<\/li>\n<\/ul>\n<h3><strong>#6. Look to make customers happy <\/strong><\/h3>\n<p>The purpose should be to make your customers happy. This can be achieved in two ways: first, by responding to them on an immediate basis and then assuring them of prompt action.<\/p>\n<p>If your customers have resorted to negative feedback, then something must have irked them or made them unhappy.<\/p>\n<h3><strong>#7. Stay true to your brand <\/strong><\/h3>\n<p>No matter what the nature of the complaint is, you&#8217;ve got to be true to your brand. This means every negative review must be dealt with using the same plan of action.<\/p>\n<p>You have to be empathetic first and then take things forward. No matter the cause or situation, you need to display a sense of hope so that customers can feel good. Don\u2019t be evasive, as it might hurt your brand a lot.<\/p>\n<p>Social media is a marketing channel you can\u2019t ignore, as it opens a world of prospects for your business. So, learn the art of handling negativity with care and grow your business.<\/p>\n<h3>Social media tips &amp; tools<\/h3>\n<ul>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/social-media-tools-tutorials\/\" target=\"_blank\" rel=\"noopener\">Free Social Media Tutorials, Social Media Tools &amp; Schedulers<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/pinterest-courses-tools\/\" target=\"_blank\" rel=\"noopener\">Free Pinterest VA Course &amp; Pinterest Bloggers Courses<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/social-influencer\/\" target=\"_blank\" rel=\"noopener\">7 Habits Of Successful Social Influencers<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/influencer-marketing-tools\/\" target=\"_blank\" rel=\"noopener\">Free Influencer Marketing Courses, Ideas &amp; Tips<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/instagram-growth-hacking\/\" target=\"_blank\" rel=\"noopener\">Instagram Growth Hacking &amp; Instagram Influencer Courses<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/booktok-for-authors\/\" target=\"_blank\" rel=\"noopener\">BookTok For Authors: How To Sell More Books On TikTok<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/facebook-group\/\" target=\"_blank\" rel=\"noopener\">How To Create &amp; Successfully Grow Facebook Groups For Business<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/social-media-post\/\" target=\"_blank\" rel=\"noopener\">Social Media Content Ideas For Engaging Social Media Posts<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/50-ways-to-increase-social-media-engagement\/\" target=\"_blank\" rel=\"noopener\">50 Ways To Increase Social Media Engagement<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/promote-your-brand-on-social-media\/\" target=\"_blank\" rel=\"noopener\">Promote Your Brand On Social Media: 7 Ways That Get Results<\/a><\/li>\n<li><a href=\"https:\/\/www.blogbrandz.com\/tips\/influencer-marketing\/\" target=\"_blank\" rel=\"noopener\">4 Essential Influencer Marketing Tips To Boost Your Social Reach<\/a><\/li>\n<\/ul>\n<hr \/>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Negative reviews or feedback can rattle the best of brands. Here are 7 tips to deal with your customers\u2019 negative feedback on social media channels.<\/p>\n","protected":false},"author":8,"featured_media":3359,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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They\u2019re sure making me nuts. I mean, social media updates happen in real time. 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