Social Media Examiner’s recent research shows that marketers are not prepared for negative feedback.
A recent eMarketer report found that more than half of marketers do not have a plan to handle negative social media posts.
Create a Social Media Policy
If you don’t already have one, now is the time to create a social media policy.
When creating a social media policy or guideline, be sure to include a comment policy and post it publicly on your website as well as social media profiles.
Also specify what language or comments are off limits that might get people blocked from the community.
How to Respond
The worst thing you can do when facing negative comments is not to respond at all. Make sure you respond within the first 24 hours. If the issue needs more attention, then suggest a call or an email address and solve the problem offline.
Take the Lead
Once the plan is in place, a proactive approach that your company can take is to monitor for all types of online feedback.
Setting up Google Alerts with your company keywords further ensures you are keeping an eye on your brand.
What has worked for your brand?