What to do When Social Media looks like going out of Hands?
Social media platform is where you meet and interact with your prospects and customers. It’s a place which either takes your business at the top or makes you face a backlash or intense criticism! In short no, one can trust social media fully.
As said by a social media expert Pam Dyer, “Social media is inherently a selfish medium.”
But the fear of slamming by social media does not make it any less important as a marketing platform. Desire being stuck in the negative situation you can still find a large number of your target audience here. Today no business can completely abandon social media so the critical thing to consider is that how should a brand response if it gets any negative comments on social media and turns the bad situation in favour?
Do not delete bad comments:
Social media facilitates the brands to outreach the customers and potential customers. People expect more humanized and a friendly connection with the brand. If you are in this direction, bravo! You are on the way of making more loyal relationships with the customers.
But we all know that time does not remain same all the time. You may receive some bad or really bad comments on social media profile pages. Keep in mind that a positive attitude towards the criticism always ends up in good or at least it will save the situation from being worst! Do not delete any negative comments ever! Your customer will feel ignored or doing this you might make yourself faulty even if you are not. So respond in a polite manner and offer them help to solve the problem.
Observe the situation and then respond:
Some say that ignoring is fine on social media and some say it’s not.
Well, it’s better to let the storm pass. If you find any humiliating factor in too many comments then ignore or do not respond immediately. After sometime when you observe that the bad situation is going to fade then start asking your customers if they encounter any such problem and provide help.
The positive response from your side will gravitate more customers towards you or it will surely make the bond strong between you and your present customers.
Humour could be helpful:
But not always!
Before making a humorous comment, you should analyse the situation first. What will the response from your audience or the person who commented in a bad way? If you feel that it will be applauded by the people then do it.
If you are in doubt then reply in a serious tone which should not be abusive in any way. Reading a few comments that portray your brand as inferior does not mean that your whole customer community will start thinking in the same way. Many of your customers wait for your response and if it’s disrespectful then they will think of your brand as childish. There is no need to mention that it’s not good for a brand reputation!
An apology is super glue to keep customers:
An apology is always appreciated by your customers who suffer from unsatisfactory services and also by others.
Does a simple “sorry” or ‘we apologize for the inconvenience” do any good?
No, it will not. For the unsatisfied customer, a plain apology is not a solution. You should come up with a clear answer. Ask them to call or email customer service centre. It shows that your brand or business is humble, mannered and eager to solve the relevant problem.
Another thing has also been observed by many brands that after redirecting the customer to call or email, there comes no response! This practice also harms the reputation of your business. Keep the customer service staff available 24/7 to give a response as soon as possible.
Be extra careful about your social media content:
Frequent posting on social media pages is generally considered as beneficial to retain your existing customers and to convert more prospects into loyal customers.
Brands often use hot topics or current trendy topics to fire up their marketing campaign. Most of the time, such posts go viral and gain the attention of many people. But many of us have witnessed the situations where brands had to face an extreme backlash. Therefore it is imperative to keep a close eye on the content posted on this platform.
If you have posted content that is receiving a negative reaction then remove the post, hide or block the content. A sincere apology after that could create a good image of your brand.
Seoexperts is an SEO agency in Dubai-UAE which proffers high-quality services of SEO, local SEO, PPC, email marketing and social media marketing. We are expert professionals who work by keeping all the business needs in mind. It helps your business get a sustainable growth and profit as your customer increases. We utilize cutting-edge technology, valuable experience and skills to develop a set of the best SEO strategy for small, medium and large sized businesses.