How to Respond to Negative Reviews,Comments and Feedbacks
We all know that Customer Is King. It is only the opinions of your customers that count, so let them be the judge. You should establish a good relationship with the blogger or the customer that complained about your service on any social media platform. A simple comment like the below can do wonders. Of course, comments need to be followed by actions.
“Thank you for your feedback. We are working on resolving this issue.”
You should take an active part in your industry conversation by becoming a regular contributor to blogs and forums. Lead the conversation about your brand. Respond to comments or feedback; engage in conversations already happening or start your own. As you do so, be honest and transparent in your approach. People like the fact that you are paying attention and are actively participating in the conversation, not just being talked about. You should always be prepared to act. If negative feedback occurs, you ought to respond immediately. Even if you don't participate on a regular basis, you should always be prepared to manage digital disasters.
Giving positive feedback to negative ones is not always sufficient to influence the public. You will have to try a little harder to mark your presence among your audience. The Internet is immense and to be able to reach your customers, you will have to segment your audience.
Due to the numerous quantities of social media technologies on the Internet, many businesses favor the most popular ones like Facebook, Twitter and so on. Nevertheless, many of them complain that they cannot reach their audiences. Just because Facebook and Twitter are the most popular social sites does not necessary mean that your audience is on these specific platforms.
According to statistics, mostly people of age group 18-34 are engaging in Facebook. Assume that your company’s target audience is middle aged. Will you still focus more on Facebook or will you move to another social media with an audience that matches yours?
Selecting the right social media platform is important to build and promote your online reputation. To be able to access the right social networks, you must focus more on your target audience. You may also classify your audience in terms of demographics or geographic to have a better idea of the type of social network they are using.
To provide better customer service to your audience, it is important to engage in the right social network appropriate for your industry. You may also consider building your own social network if you want to hit the most appropriate community.
Once you have elected the appropriate social network suitable for your business organization, you can easily receive and give feedback to your audience. But you should remember that a two-way conversation must not be an official one. You must have a particular way to confer to your audience and it should go well with your company’s tone of voice.
You may also consider establishing a team blog where there is less focus placed on a single individual and more attention on your employees. Your employees are the people who will represent the brand and image of your company. Bloggers and the online public prefer to hear from those working in your company as their opinions are considered authentic and similar to “public opinion”.
To be able to influence your social community, you should make yourself noticed. Why not comment on other blog posts or discussions related to your business?
You can create interesting dialogue by sharing well-crafted and insightful responses to topics that are relevant to your customers. This also positions you as an expert in your field.
Read relevant blogs to understand what is going on in your industry, but only comment on events, articles, posts, etc., where you can add value. Commenting on everything will not increase your visibility or reinforce your image as an expert. Unless you bring value, you will just be adding to the noise.
Define your expertise narrowly and go deep. Never be afraid to take a risk with an opinion, no matter how controversial you think it may be – as long as you approach it carefully and professionally.