How to handle negativity on social communities

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Social Media has made brands more accessible and reachable by consumers. Hence, the trend is starting to rise where consumers are openly voicing their reviews on Online Platform. Brands are facing a difficult task to manage these comments and complaints. But this is also an opportunity to engage and create more brand loyalty.

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  • Thank you al_livia, for the comment. On the views side, we have been using slideshare for last 3 years and we do lot of content beside slideshare and we are very active in social networking sites. Hence, we promote our each slide's with due diligence:)
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  • First, AWESOME opening slide pic! It conveys your title without words perfectly!

    Second, decent content.

    Third, how did THIS presentation gain 18,435 views in two weeks???
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How to handle negativity on social communities

  1. 1. How to handle negativity on Online Communities?
  2. 2. Social MediaSocial Media is all about conversations Positive and Negative
  3. 3. Positive conversations are always welcomedNegative conversations are like a nightmare How to handle Negative conversation?
  4. 4. Never ignore or delete Negative Feedback This can only lead to worsen the situation . This will give an impression about how much you value your customer and their feedback
  5. 5. Promptly Acknowledge the FeedbackNegative feedbacks need quick and prompt reply. Neverdelay in replying. Delay in reply can be taken as your laid back attitude towards your customers
  6. 6. Take the Conversation Offline Your first response should be public.Then you can take it forward as a private conversation. Send them message on email. This will also give a personal touch.
  7. 7. Appreciate the FeedbackAlways appreciate the feedback. Make them feel that their feedback has helped you in becoming better.
  8. 8. Create positivity through excellent customer experience Change the negative conversation to the positive one through customer service.Provide them best of customer service which help you in getting the positive words about the business.
  9. 9. Keep track of all thedevelopments happening on the issue.Stay connected to thecustomer, until they aresatisfied with the result.
  10. 10. If you make customers unhappy in the physical world, they might each tell 6 friends.If you make customers unhappy on the Internet, they can each tell 6,000 friends. - JEFF BEZOS Social Media Monitoring Platform Visit : www.simplify360.com for FREE Demo

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