Your brand name can be attacked with negative content at any
moment. It does not matter if you have big brand name like Dell or one that's
not so well known. Be aware and prepared that a negative comment may come your
way and act accordingly. Swallow your pride and accept the fact that it will
happen--this will make it much easier to deal with.
The days where a disgruntled customer
would write a letter to the company discussing their frustrations are long gone.
Customers these days have a found a faster and more effective approach by
posting their comments about your brand name online. Listen to what your
customers have to say. This is vital in order for your brand name to survive.
If you do not listen to your customers complaints, how will you know what is in
the best interest for your company? Do not make the mistake of ignoring their
comments even if they are negative.
When coming across a negative comment, act
immediately. Even if you only find one negative comment, do not prolong your
response. Acting promptly will earn you a solid reputation if you respond in a
formal and professional manner. Do not ignore the comment as discussed above,
because this will only indicate that you do not care about your customers
complaints. Overreacting must also be avoided at all costs. This tends to
indicate that you are emotional, which will cause your customers to lose
respect for your brand name.
The best way to respond to a negative
comment is to address the issue and ask the customer if he or she would like to
discuss the matter in private terms, for example, in a message on your Facebookpage or through email. If you come across a comment that is false and causing
you negative implications, address the person in a friendly ton, and state
facts that counteract their false comments. Indicate to the customer why they
should reinstate their comment, or ask them nicely if they will remove the
comment.
Your online reputation should be taken
very seriously and managed properly. Hiring an online management company such
as Centel Media will turn out to be helpful if you need assistance with
building your online reputation.
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