An Example Of Negative Facebook FansPresentation Transcript
An Example of Negative Posts on Facebook How one brand handles it; how fans regulate themselves
Carol’s Daughter: Fans complain about non-responsive customer service. Others don’t chime in. One is shocked at the tone. One “likes” the post. Otherwise, her complaint goes without comment. Positive posts continue en masse.
Carol’s Daughter: Founder seems to acknowledge the complaint, but not directly. Fans respond. Most like her authenticity. The love-fest continues. One fan feels comfortable enough to say that one product “smells terribly” but otherwise has positive feedback. In these cases, you look for balance on the page. 99% of posts are overwhelmingly positive.