If you’ve ever received criticism on your business social media, you know it can be unnerving. This article that we found from Social Media Today goes over 3 different ways to address this.
3 Creative Ways to Address Consumer Criticism on Social Media
A recent survey found that 72% of businesses admitted that they were not as prepared as they needed to be to respond to social media criticism.
And if you don’t handle it in the right way, your business can become stained with a reputation of not giving a damn about its audience. In the age in which one disgruntled user has the power of thousands, it could trigger an avalanche of negative posts.
So how do you handle a bad review, or people who post something simply out of spite? The one thing you don’t want to do is go back at them with the same level of hostility, because that’s a losing game.
But here are three strategies that may get you that all-important social media capital you need as a brand that ‘gets it.’
1. Be Completely Transparent About What You Believe
On some occasions, your business will take a stand based on its core beliefs that customers and social media users may not agree with. Does that mean that you should go back on your company’s principles in order to quell a social media uproar?
No, it means that when social media followers disagree with your stance on a hot-button issue, you clearly explain what you believe in and why you believe in it.
2. Respond With Truth and a Side of Humor
Sometimes you have to take hostile criticism that isn’t true and respond with the facts – and a little bit of humor to take the edge off.
Humor can work well when you’re on social media, because it opens the door for your other followers to get in on the fun, which can go a long way toward making them forget about the issue that caused the problem.
3. Turn the Criticism To Your Brand Advantage
Social media is a forum where people often make outrageous claims without support, and that’s especially true when it comes to posters who make claims against a brand.
All Criticisms Aren’t Built the Same
While you should strive to respond to as many critical social media posts as possible, you shouldn’t waste time on obvious trolls who are only making negative comments that have nothing to do with real dissatisfaction with your business.
Getting into a war of words with trolls is a waste of time, so focus on real customers with real concerns – and if you’re transparent about your core beliefs, use humor to lighten the load, and turn the criticism into an advantage, you’ll strengthen your credibility and boost your branding.
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