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How do you deal with negative comments on networks?

By July 6, 2023No Comments7 min read

Social networks have become an essential tool for brands, with more than 3.96 billion active users worldwide, according to Statista. However, with the open and instantaneous nature of social media platforms, this online presence can be accompanied by comments that can have an impact on your company’s reputation and standing. In fact, according to SproutSocialmore than 47% of consumers say they are more likely to share a bad experience on social networks. This underlines the importance of managing comments effectively to preserve your brand image.

In this post, we’ll explore effective strategies for dealing with comments and turning these situations into opportunities to strengthen your brand building.

I. Understanding and analyzing negative feedback

A. Keep a close eye on social networks:

The first step in dealing with negative comments is to be constantly aware of conversations on social networks. Use online monitoring tools to track mentions of your brand and related discussions. Be proactive in detecting negative comments so you can respond quickly.

B. Identify trends and recurring problems :

By analyzing comments in depth, you can identify trends and recurring problems. Look beyond individual comments and look for common patterns or topics. This will help you understand the problems most frequently reported by unhappy customers, and develop appropriate solutions.

C. Evaluate the importance and impact of negative comments :

Not all comments are equally significant for your brand. Evaluate the importance and impact of each comment in terms of the number of people involved, the potential impact on your reputation and its consistency with your core values. This will help you prioritize comments and focus on those that will receive immediate attention.

II. Respond constructively to comments

A. React quickly and empathetically :

When you’re faced with
a crisis on social networks
or a negative comment, it’s essential to react quickly. Social network users expect fast, real-time responses. What’s more, you need to respond with empathy and understanding, even if the comment may seem unjustified. Show the disgruntled person that you take their problem seriously and are ready to find a solution.

B. Tailor responses to each comment :

Avoid generic or automated answers. Take the time to read and understand each comment individually, then respond in a personalized way. Address the commenter by name if possible, and refer to the specific details mentioned in the comment to show that you’ve taken their concerns into account.

C. Offer an appropriate solution or clarification :

In your response, propose a concrete solution or clarification appropriate to the nature of the negative comment. If it’s a complaint about a product or service, offer to solve the problem or provide a refund if necessary. If there’s any confusion or misunderstanding, clarify the information and provide further details. Show that you’re ready to do what it takes to turn things around.

A concrete example of how to deal with negative comments on social networks is that of the British company BrewDog. When they took legal action against a family pub bearing the same name as their popular gin, “LoneWolf”, they faced a backlash. Critics accused them of being a corporate tyrant. However, the BrewDog co-founder was quick to respond with a heartfelt apology. Not only did they quash the lawsuit, but this swift response transformed the media narrative from a “selfish, greedy” portrait to a “generous, humble” company.

III. Turning negative comments into opportunities

A. Turn criticism into suggestions for improvement:

See negative comments as opportunities to learn and improve. Take constructive criticism on board and use it to improve your products, services or processes. Show customers that you value their feedback and are constantly working to improve their experience.

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B. Involve dissatisfied customers in the problem-solving process:

When a customer expresses dissatisfaction, involve them in resolving the problem. Contact him directly for more details and work together to find a satisfactory solution. Involving customers in this process gives them a sense of being listened to, and helps restore their trust.

C. Provide public responses demonstrating your commitment to customer satisfaction:

Remember that when you respond to a negative comment, you’re doing so in public. This means that your answer will be visible to other users. Take this opportunity to show your commitment to customer satisfaction. Be transparent, polite and professional in your answers. This will reinforce the positive image of your brand and show that you take customer feedback seriously.

IV. Maintain a positive brand image

A. Avoid emotional or aggressive responses:

Comments can sometimes generate emotions, but it’s crucial to keep your cool and respond professionally. Avoid engaging in online debates or responding in anger. This will only aggravate the situation and damage your reputation. Stay focused on solving the problem and improving the customer experience.

B. Don’t systematically delete negative comments:

It may be tempting to delete or hide comments, but this can damage user trust. Unless comments are clearly offensive or inappropriate, it’s best to leave them visible. By showing that you’re open to criticism and improvement, you reinforce the creation of your brand.

C. Highlight positive comments and customer testimonials:

To maintain a positive image of your brand, don’t forget to highlight positive comments and testimonials from satisfied customers. Share positive experiences and success stories on your social networks. This balances the impact of negative comments and builds users’ trust in your brand.

In short, managing negative comments on social networks is an essential part of managing your brand’s online reputation. By analyzing them and responding constructively to turn them into opportunities, you can increase your customers’ satisfaction. By applying the tips mentioned in this article, you’ll be better prepared to handle comments and strengthen your presence on social networks.



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