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PROTECTINGYOUR BRAND __________                      how to handle	   __________	  NEGATIVE FEEDBACKNATHALIE NAHAI        ...
1 HOW DO YOU HANDLE IT? 2 CASE STUDY: HOW NOT TO DO IT 3 CASE STUDY: BEST PRACTICE 4 KEY TAKEAWAYSNATHALIE NAHAI        / ...
1 HOW DO YOU HANDLE IT?  NATHALIE NAHAI        /        THE WEB PSYCHOLOGIST                                     /       @...
GUIDELINESAt some point or other, you will encounternegative feedbackIt’s how you deal with it that’s importantDo you have...
TOP 5 SINS           1.  Take ages to reply           2. Be condescending           3. Offer no support           4. Offer...
STRATEGY                          1.  Timescale                          2. Tone                          3. Resources    ...
2 HOW NOT TO DO ITNATHALIE NAHAI        /        THE WEB PSYCHOLOGIST                                     /       @THEWEBP...
UNITED AIRWAYSNATHALIE NAHAI        /        THE WEB PSYCHOLOGIST                                     /       @THEWEBPSYCH...
3 BEST PRACTICENATHALIE NAHAI        /        THE WEB PSYCHOLOGIST                                     /       @THEWEBPSYC...
DOMINO’SNATHALIE NAHAI        /        THE WEB PSYCHOLOGIST                                     /       @THEWEBPSYCH   10 ...
4 KEY TAKEAWAYSNATHALIE NAHAI        /        THE WEB PSYCHOLOGIST                                     /       @THEWEBPSYC...
KEY TAKEAWAYS         1.  Don’t ignore people!         2. Be sincere         3. Admit that you’re fallible         4. Use ...
WANT TO KNOW MORE?                              Contact my agent:                              Jacq@londonwritersclub.com ...
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Protecting your brand against negative feedback

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Transcript of "Protecting your brand against negative feedback"

  1. 1. PROTECTINGYOUR BRAND __________ how to handle   __________  NEGATIVE FEEDBACKNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  2. 2. 1 HOW DO YOU HANDLE IT? 2 CASE STUDY: HOW NOT TO DO IT 3 CASE STUDY: BEST PRACTICE 4 KEY TAKEAWAYSNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 2 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  3. 3. 1 HOW DO YOU HANDLE IT? NATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 3 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  4. 4. GUIDELINESAt some point or other, you will encounternegative feedbackIt’s how you deal with it that’s importantDo you have a strategy in place? NATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 4 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  5. 5. TOP 5 SINS 1.  Take ages to reply 2. Be condescending 3. Offer no support 4. Offer no incentives to stay 5. Ignore your customersNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 5 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  6. 6. STRATEGY 1.  Timescale 2. Tone 3. Resources 4. Compensation 5. ExperienceNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 6 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  7. 7. 2 HOW NOT TO DO ITNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 7 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  8. 8. UNITED AIRWAYSNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 8 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  9. 9. 3 BEST PRACTICENATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 9 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  10. 10. DOMINO’SNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 10 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  11. 11. 4 KEY TAKEAWAYSNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 11 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  12. 12. KEY TAKEAWAYS 1.  Don’t ignore people! 2. Be sincere 3. Admit that you’re fallible 4. Use humour 5. Show that you careNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 12 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.
  13. 13. WANT TO KNOW MORE? Contact my agent: Jacq@londonwritersclub.com The Web Psychologist . com @TheWebPsychNATHALIE NAHAI / THE WEB PSYCHOLOGIST / @THEWEBPSYCH 13 All material © THE WEB PSYCHOLOGIST LTD. 2012. No unauthorised reproduction or distribution.

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