Did you know that negative reviews and feedback can provide a wealth of information for your brand? It’s true!
Handling negative reviews and feedback helps uncover an issue’s root cause. Perhaps there was a product defect, a customer service concern, or a misunderstanding of your brand’s message.
Uncovering the source lets you address the problem. Effective crisis management strengthens brand loyalty and credibility.
Choose among these methods to handle negative reviews and feedback.
Engage in social listening and monitoring
Social listening involves tracking online conversations to see what people are saying about a topic, brand, or industry. Social monitoring involves tracking metrics such as likes, comments, mentions, and shares to analyze a campaign’s performance. These activities help manage negative reviews and feedback.
Follow these steps to engage in social listening and monitoring:
- Choose a tool such as Hootsuite, Brandwatch, or Sprout Social to track callouts of your brand, competitors, or industry.
- Promptly and professionally respond to negative feedback and reviews.
- Look for common themes and issues that pop up.
- Change your social media strategy to address issues as they arise.
- Maintain transparency and accountability for your brand’s mistakes.
Promptly respond to negative reviews and feedback
Respond to negative reviews and feedback in a timely, professional manner. For instance, let the customer know you understand their concern. Also, offer a solution, such as customer support or a promotional offer. Turning a negative experience into a positive one shows your brand cares about its customers.
Have a crisis management plan in place
Negative reviews and feedback on social media can tarnish your brand’s reputation and cause you to lose customers. Therefore, you need a crisis management plan in place to avoid creating a PR disaster.
A crisis management plan outlines the steps to take if a situation arises. This plan involves:
- Potential scenarios that could trigger a PR crisis
- Key stakeholders
- Steps to take to minimize the impact
- Guidelines on who can respond to the crises
- Tone and language to use in responses
Crisis management responses should be fast, empathetic, and transparent. Acknowledge the problem, apologize if needed, and offer a personalized solution.
Partner with an influencer
A trusted influencer who is respected in your industry and aligns with your brand’s values can help during a crisis. They can calm the backlash by providing a different perspective and suggesting alternatives.
Looking for help with online reputation management?
BARQAR’s strategic approach to online reputation management ensures that clients can navigate the complexities of customer reviews with confidence, ultimately driving growth for their business. Learn more about these strategies by reaching out to our team today.
