Social Media is a fantastic arena to have a personal connection with your customers or followers and grow brand loyalty.
Sadly, there are many people who turn to social media to have a rant or a complaint. Even worse, some people victimise individuals and businesses through social media.
The difficult thing with a seeing negative response on social media is that it is far too easy to take it personally and become defensive. Unfortunately, the human brain has a negative default mindset, which means that despite all of the positive feedback you or your business may have received, it is only human to focus on the negative.
First of all, you need to analyse the negative response on social media. Is it a genuine and legitimate negative response?
If you know that the negative response on social media is a troll (or personal vendetta), this is the ONLY situation where you may decide to delete and block. As a general rule, however, deleting a negative response on social media will only exacerbate the situation, and the next day you could open your account to see something 10 times worse!
When you have identified that this is a customer, rather than a troll, you then need a plan of action in making this good (no matter how wrong you think that the customer is!)
When a brand receives messages online via Facebook, Twitter or any other social media platform, it is pretty much the same as receiving this complaint face to face, and so much be treated with the same seriousness.
Remember that people who complain through social media are already advocates of your brand. They have followed you on Twitter, liked your page and purchased your product. Keep these happy and your brand will flourish, both offline and online!
The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.