5 ways to deal with negative evaluation of business brands, which one do you choose?

Social media is a powerful tool for business operations, through which business operators can reach out to old customers and potential customers, establish partnerships, and build trust. Social media can also enhance the awareness of the business brand and http://www.aliyun.com/zixun/aggregation/31949.html "> business website Browsing rate, and ultimately increase sales."

Contacting customers and customers and establishing long-term cooperative relationships is an important way for commercial companies to demonstrate their humanistic strength and build brand trust and loyalty. But when the company's operations are skewed, causing consumers to make negative comments on social media, how should operators respond?

Social media managers use a variety of ways to respond to negative reviews.

1. Ignore negative evaluations.

This is an ostrich mentality, assuming that if you ignore negative evaluations, they automatically disappear. But suppose a customer comes to your company to make a complaint, call you or send an email complaining about your goods or services, can you ignore it? Of course not. But why do social media managers think it's okay to ignore negative consumer ratings on social networking sites? I can't answer the question. Unfortunately, such things are almost always happening.

2. Delete negative evaluations.

This is a thought that is not seen as a net, and it is assumed that if no one sees these evaluations, these evaluations do not appear. But this approach is worse than ignoring negative evaluations, and it only irritates customers and gives them enough reason to tell all their friends how bad your company and employees are. To know that every Facebook and Twitter user has an average of more than 100 users, the negative rating of only one or a few will spread exponentially, causing you to lose a large number of potential customers.

3. Respond in the same way.

This is a way to counter the consumer. Let's say that a customer left an angry complaint on Facebook or on Twitter's feedback site, and you felt anger and response to a comment that was unfair to his complaint for some reason. As with both approaches, your approach will only worsen the negative situation that has already been created. Keep in mind the golden rule-no matter how wrong the customer is, he is always right. At the same time, remember that the customer you are fighting back will certainly tell others what you are doing and affect your company's image in a larger interpersonal context.

The following case illustrates this point: look at how the online-priced fruit market is responding to customers ' complaints.

4. Use empty apologies to ease consumer sentiment.

In this case, managers often say, "Oh, you are dissatisfied with our goods (services), we are very sorry, we will do our best to do better." "The problem with this approach is that the response is not sincere at all, and it does not provide a real solution, and it can only exacerbate the contradictions," he said.

When managers try to appease consumer discontent in this way, consumers are already aware of their intentions. The important thing is that once they don't have a specific solution, consumers often don't give them a second chance to fix it.

Social media managers have been making such mistakes, especially when they face a lot of complaints. They choose to ignore, delete, and placate, while trying to provide new online services and discounts, without paying attention to modifying the features of the Web site that are having problems. They tell customers who want to complain to call or email their customer service, and then they face more complaints, claiming that customer service calls and emails are unanswered. How can managers get satisfactory results from this approach? What exactly are they supposed to do?

I think there are only 1 ways to deal with the negative comments that consumers make on social networking sites.

Apologize to consumers and come up with specific solutions.

Let consumers know that "we already understand your dissatisfaction, we value our customers and will immediately solve the problem." "This approach will help you turn a resentful consumer into your brand promoter." If consumers are willing to spend money on your goods or services, take a positive attitude towards your Facebook feedback site and focus on you on Twitter, indicating that he or she has had a loyalty to your brand. Of course, they are sometimes dissatisfied with unpleasant experiences, and what they want most is to know that their voices are heard and the problem solved. In Ann Taylor's case, their website went wrong. They used the kinds of coping methods mentioned above, that is, sending e-mails to consumers, apologizing to consumers on social networking sites, and extending sales time. But they did not modify the site to improve the problem, made a pair they do not want to correct and do not care about the gesture.

Given the huge amount of complaints, it is unlikely that Ann Taylor's social media manager will respond to it. I think they should make a public statement that they are aware of the seriousness of the problem and are committed to solving the problem. And after the website problem is resolved, consider providing more services and more aggressive discounts as compensation. If it is me, in the inability to determine the Web site can carry traffic before, it is absolutely not hastily deleted announcements or provide new services.

I think these problems arise because sometimes brand operators forget to deal with the negative consumer ratings on social networks and deal with complaints face-to-face. If a customer stands in front of you and complains, you can't ignore him, you can't walk away, you can't just say a few words of apology, you have to give the solution. So when managers use the wrong way of dealing with negative ratings on social networking sites, what are they asking consumers to accept? The answer is: it must not be accepted.

When you can effectively handle complaints, consumers will tell his friends that your company is effective and admirable, and that the customer service you provide is satisfactory. They will persuade their friends to buy your goods or services. They become your branding promoter. This is a powerful market operation, where you actually build brand loyalty to a greater extent, even better than if you haven't been complained of.

Keep in mind that no matter how brilliant your company has been, no one can ever make a mistake and consumers sometimes feel disappointed, so complaints always come up. With the development of social media, consumers are increasingly inclined to express dissatisfaction on social networks and make evaluations. This provides you with an opportunity to prove that your company is capable of winning the consumer's love, or is facing a failure in the complaint. How to do it is all in your choice.

Summary: Sincere communication may have been the golden rule of establishing a relationship between a commercial brand and a consumer, but through this article we can understand that in social media this is more about Word-of-mouth and reputation, because everything is open and transparent, and everything can be transmitted at an unexpected speed. Apology is now a compulsory course for Chinese businessmen, but there are few solutions that are full of sincerity, right?

Original link: http://socialmediatoday.com/carole/568001/5- Ways-brands-respond-negative-comments-social-networks-hint-only-one-effective?ref=popular_posts

Source: http://www.socialbeta.cn/articles/5-ways-brands-respond-negative-comments-social-networks.html