Just as in case of any coin, social media has a downside as well. It offers tremendous scope of growth for your company but you need to be aware of the downside as well. With your business giving a platform to customers for sharing their thoughts on the brand, chances of negative feedback loom. If you are unable to handle the negative feedback in the right manner, then your brand-image may go down-hill.
Here are few tips for converting those negative feedback into positive ones –
Private approach to a public response – This is a simple approach that can save you the embarrassment and win back your disgruntled customer. Publicly clarifying to your customer may do more harm than you can ever imagine. The issue risks getting snowballed into something far uglier in a public forum. In this regards, you should personally call or message the customer tendering your apologies. Try and making up to your customer by either fixing the problem or duly compensating him/her. The fault lies, after all, with you.
Use public power – Social media has amazing powers. On one hand, you deal with your disgruntled customer on a personal level, and on the other, you highlight your positives on it. Your loyal customers can also do your talking by being mini brand-ambassadors.
Follow-up – After you are done fixing the issue, make sure to capitalize on it. Ask your customer whose problem you successfully dealt with, to post a word or two in the forum. Certifications like this will earn dollops of good will.
Social media marketing is a fantastic area where advertising, public relations, branding blend in with hard-core selling. Make the most of now and invest in social media marketing, today!