a social media primer
defending your brand against negative word of mouth
Across the Social Web, brands are
doing much more than simply
marketing their products: they’re
addressing customer questi...
states of fandom and the bother scale
source: twenty pixels
build credibility before you need it
The first key to protecting your
brand from negativity is to
insulate them by forming...
make leaving feedback easy
The easier you make it for upset
customers to contact you about their
problems, the less likely...
take it offline
When it comes to sharing feedback,
complaints or frustrations, it’s always
best if your fans to do so on y...
let your fans come to your rescue
Sometimes the best way to respond to
negative word of mouth is to let our
communities ad...
have a plan
We’ve all read our share of cautionary
tales, so there’s really no excuse for
getting caught by surprise when ...
Be proactive – have a plan to
address the “what ifs”!
Respond quickly and in “real-time”
– don’t let things spiral out of
...
let’s connect
o Twitter
o Facebook
o LinkedIn
o SlideShare
o Instagram
o Pinterest
o Google +
o Tumblr
o Foursquare
a social media primer
defending your brand against negative word of mouth
Upcoming SlideShare
Loading in …5
×

A Social Media Primer - Defending Your Brand Against Negative Word-of-Mouth

395 views

Published on

According to a recent Nielsen study, more than 50% of consumers use Social Media to express their satisfaction, lodge complaints or ask questions of the brands and companies they follow. For one in three, sharing a bad experience or rebroadcasting the responses they receive is common practice.

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
395
On SlideShare
0
From Embeds
0
Number of Embeds
6
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

A Social Media Primer - Defending Your Brand Against Negative Word-of-Mouth

  1. 1. a social media primer defending your brand against negative word of mouth
  2. 2. Across the Social Web, brands are doing much more than simply marketing their products: they’re addressing customer questions, solving support issues and protecting their reputations. According to a recent Nielsen study, more than 50% of consumers use Social Media to express their satisfaction, lodge complaints or ask questions of the brands and companies they follow. For one in three, sharing a bad experience or rebroadcasting the responses they receive is common practice. what you should know
  3. 3. states of fandom and the bother scale source: twenty pixels
  4. 4. build credibility before you need it The first key to protecting your brand from negativity is to insulate them by forming close, trust-based relationships with key communities and influencers. With that foundation in place , you’ll be able to stop the negativity when – not if – a situation arises.
  5. 5. make leaving feedback easy The easier you make it for upset customers to contact you about their problems, the less likely they are to go elsewhere to vent. Luckily, most Social Media platforms make it easy for our fans and followers to get in touch.
  6. 6. take it offline When it comes to sharing feedback, complaints or frustrations, it’s always best if your fans to do so on your owned channels. Even in those environments, however, it’s easy for negativity to escalate and quickly fill your feed. When that happens, it’s important to remain calm and move the dialogue away from the thread where others will be exposed to it.
  7. 7. let your fans come to your rescue Sometimes the best way to respond to negative word of mouth is to let our communities address it for us. It’s okay to ask for help, or to point to an online conversation that gives fans an opportunity to further express their opinions. It takes tact, but a response from a peer (who also happens to be a loyal fan) has the potential of being more credible than anything “the brand” has to say.
  8. 8. have a plan We’ve all read our share of cautionary tales, so there’s really no excuse for getting caught by surprise when it comes to negative word of mouth. With access to a variety of business units within your company and a myriad of tracking tools at your disposal, you should know – in close to real-time – when a storm is on the horizon. The key is to be prepared before negativity happens and have a plan in place.
  9. 9. Be proactive – have a plan to address the “what ifs”! Respond quickly and in “real-time” – don’t let things spiral out of control! Value complaints – and learn from them! Listen to your communities – they’re your biggest fans and most inexpensive focus group! key takeaways
  10. 10. let’s connect o Twitter o Facebook o LinkedIn o SlideShare o Instagram o Pinterest o Google + o Tumblr o Foursquare
  11. 11. a social media primer defending your brand against negative word of mouth

×