Handle the Negative Buzz!

Most of the companies be it a small scale industry or a massively huge industry, all the companies are realizing the importance of increasing the visibility on the social networking sites. While many large retailers have developed significant marketing presence on Facebook, Twitter and other social sites as a way to increase the brand awareness, dissatisfied consumers are increasingly using them as forums to complain about these companies and their mishaps.

While many practices have been talked about for managing this type of buzz on social media sites, we can enlist six basic recommendations for dealing with such incidences gleaned from the social media and PR professionals, as well as the retailers who have experienced such active attacks frequently. They include:

Take Negative as a Positive:-

Yes. It may sound vague, but this is true. Look at the negative buzz as an opportunity to strengthen the bonds with the customers, improve customer services and also reaffirm the corporate principles. It is not that difficult to please the customers online. They believe what they see, so make sure what you show them is what they get.

Foster relationships with Customer Advocates:-

It is very important to build proper relationships with the customer advocates who can and shall support brand when they are under attack.

Be a Good Listener:-

Always keep in mind that the consumer is the prime important person for the company. Listen to what the customers are saying, not just on social networks and Twitter, but also on ratings, reviews sites and on blogs. These reviews are really important and tell you where the company stands in reality.

Look for Alternative Solutions:-

For resolving consumer complaints, consider alternative solutions such as taking them private via e- mail or phone, which helps in giving your full attention to the consumers. Also, consider creating a new website or portal to deal with any particular issue.

Respond Quickly:-

Consumers are very sensitive when it comes to the response. They want acknowledgement that their concerns and problems have been heard and are being taken seriously. Taking care of thet will give them assurance and will make them understanding that it takes time to come up with an amicable solution.

Plan Responses:-

For different types of negative buzz scenarios, it is important to plan what response is to be given in what situations. Conduct proper ‘Fire Drills’ on how to manage and handle the negative buzz to avoid panic should mass customer criticism tends to occur.