How to minimize the damage and bounce back when your Brand is ‘Not Liked’ on Social Media.
Social Media is great. It puts businesses in direct contact with millions of prospects and customers, worldwide. It strengthens the brand presence on the web and helps in viral marketing. The good word about a business can spread real fast on Social Media Networks. But, what happens when there’s a bad word? It can spread even faster. In this issue we put forth some tips that you can use to contain the damage when your brand is getting beat up on the web.
Analyze: There are times when the business really makes a mistakes and times when there’s a misunderstanding or mistake on the part of the customer. Analyze the situation and understand in which category it falls. If the business is at fault, make amends; make them publicly on the same medium that the irate customer used. However, if the situation falls in the latter category, speak up for your brand and make your stance clear. That way you present your side of the story to others.
Don’t Whine: So someone gave you a bad review. Be calm and collected. Don’t whine in response. Whining and mud-slinging at the reviewer will present your brand as rather immature and even give the impression that you did really mess up.
Timely Response: Respond to negative comments promptly. Ideally, the response time is less than an hour because of the viral nature of Social Media Networks.
Respond Right: While timely response is essential, a wrong response written in a hurry can be catastrophic. Refer to step one—analyze, know the facts and then respond. Be clear and on-to the point.
Be a Person: Personal touch is an important element of social Media Marketing. Bring it into your interaction when responding to negative comments. Respond as a person, not as a company. This brings in the element of accountability to your words.
Too many times one bad review can spur an epidemic of bad remarks with many people joining-in on the conversation with a “Me too!” The aim should be to arrest such unpleasant developments before it begins to erode the brand value online.
For more information visit http://www.newplans.com/ or e-mail at support@newplans.com
Social Media is great. It puts businesses in direct contact with millions of prospects and customers, worldwide. It strengthens the brand presence on the web and helps in viral marketing. The good word about a business can spread real fast on Social Media Networks. But, what happens when there’s a bad word? It can spread even faster. In this issue we put forth some tips that you can use to contain the damage when your brand is getting beat up on the web.
Analyze: There are times when the business really makes a mistakes and times when there’s a misunderstanding or mistake on the part of the customer. Analyze the situation and understand in which category it falls. If the business is at fault, make amends; make them publicly on the same medium that the irate customer used. However, if the situation falls in the latter category, speak up for your brand and make your stance clear. That way you present your side of the story to others.
Don’t Whine: So someone gave you a bad review. Be calm and collected. Don’t whine in response. Whining and mud-slinging at the reviewer will present your brand as rather immature and even give the impression that you did really mess up.
Timely Response: Respond to negative comments promptly. Ideally, the response time is less than an hour because of the viral nature of Social Media Networks.
Respond Right: While timely response is essential, a wrong response written in a hurry can be catastrophic. Refer to step one—analyze, know the facts and then respond. Be clear and on-to the point.
Be a Person: Personal touch is an important element of social Media Marketing. Bring it into your interaction when responding to negative comments. Respond as a person, not as a company. This brings in the element of accountability to your words.
Too many times one bad review can spur an epidemic of bad remarks with many people joining-in on the conversation with a “Me too!” The aim should be to arrest such unpleasant developments before it begins to erode the brand value online.
For more information visit http://www.newplans.com/ or e-mail at support@newplans.com
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