No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. Whether it’s just a “troll” trying to cause a scene or it’s genuine feedback about a negative experience a customer had, these comments provide great opportunities for responding to your audience in a way that they will appreciate and be impressed by.     

To ensure you’re being effective and efficient, however, first consider the following advice from the marketing and communications leaders. Here, they each discuss their best tips as well as their processes for managing negative feedback on social media marketing  and maintaining a positive brand image online.       

 

1. Leverage An Automated Review Tracking Tool  

Our approach to negative feedback is pretty methodical. We use a tool for automated review tracking, which helps us get instant notifications of such reviews or feedback. This system allows us to promptly address issues, including identifying and countering fake negative reviews. This is not ad hoc; it's a collective effort involving relevant teams to maintain brand integrity.     

2. Acknowledge, Appreciate, And Assess  

In any situation where people have feedback, acknowledge the feedback, express appreciation, and then assess if it warrants making changes. With cancel culture so prevalent and regulatory compliance more stringent, feedback action processes need to involve various stakeholders. Fostering a culture of accountability allows teams to respond gracefully and quickly, especially since time is your enemy.     

3. Treat Any Feedback Like A Gift  

Feedback is a gift; it can be positive or negative. People who respond typically care about or have an interest in the brand, so we should listen and consider what they have to say. We typically respond on  social media services and provide an easy way for them to contact us so that we can discuss the issue in more detail via a secure private channel.      

4. Create Guidelines On Best Practices  

It is key to have a process with guidelines for   social media service in hisar  managers regarding which comments to engage with or flag. Our guidelines are anchored by best practices on how to determine what makes a comment negative and any potential impact it may have. Next, depending on the analysis, strategic, pre-developed verbiage is deployed. Should brand-impacting negativity be determined, the comment is elevated to me for deeper management.      

5. Monitor Diligently And Respond Quickly  

We have a hypercare policy across the company that extends to our social media accounts. We monitor seven days a week and respond within 24 hours, so no customer (or commenter) ever has to wait to feel heard. Then we get to work on resolving the issue. We limit our response to one public comment, then we move it to a more personal venue, such as email or phone. We see feedback as a chance to improve.     

6. Follow The Five W's  

The five W’s are my strategic filter. Who gave the feedback? What is their intent? Why are they upset or angry? When did they submit feedback (and how often)? Where did they share their views (which channels)? If we assess the feedback, our decision on how to respond is far more accurate. If we don’t know, we make the effort to learn more.      

7. Use The HEARD Technique  

I would suggest using the HEARD technique, which is quite common in the hospitality industry but applicable to other industries since it’s a general guide for managing complaints effectively. Hear your client out politely, empathize with genuine concern, apologize if appropriate, resolve the issue, and diagnose the situation so you can determine where the problem is coming from and prevent its repetition.      

8. Implement An Easy-to-Follow Protocol  

Brands should establish a protocol for negative feedback. Do you want to address it in the comments? Respond with an email where someone can send more information about the complaint. Your protocol must be followed in these situations so you can proactively address the feedback and, most importantly, let the consumer know that their voice is heard.      

9. Craft Resources To Help Your Team Respond Effectively  

Social community management can be a brand’s secret weapon. It enables teams to address complaints, keep customers happy, and protect their brand’s reputation. FAQs, crafted in the brand’s voice, are like your trusty foundation, growing organically over time. A response matrix, also in the brand’s voice, helps social teams anticipate, mitigate, and address complaints effectively.     

10. Designate A Team To Handle Prompt Responses  

We have a designated team that monitors and responds to all reviews within 48 hours, recognizing the importance of prompt responses to prevent escalation. After the initial response, we ensure that the relevant information reaches the local market for personalized attention. Insights from reviews guide continuous improvements, aiming to proactively address and prevent similar issues in the future.