Don’t let negative comments define your brand’s positive impact- Marketers
By Zion Rufus
Some marketing professionals have advised marketers and public relations experts to remain resilient in protecting the brands they manage from reputational damage that could arise from daily bad reviews by staying attentive to the reactions of customers and reponding to their complaints politely.
“The big thing that you need to do here is whenever you get a negative comment you should try to fix what they’re complaining about,” said Neil Patel, a global award-winning performance marketing specialist.
“You may not always be able to do that, but if you get a lot of people complaining about something it means that you need to fix that. If you fix it, you’ll get more positive comments. It creates more sales, in the long run. Marketers, I need you to understand something, one negative comment does not define your positive impact. However, if multiple people are complaining about the same thing, you owe it to your audience to attempt to fix the problem they are experiencing. No, you won’t be able to fix every problem.And in some cases, trolls will be trolls. But, if you are seen trying to fix complaints, you will receive more positive comments – and a positive reputation – in exchange,” Neil added.
A fantastic method is for brands to create a base of devoted customers, according to Chatso.io. By doing this, the company states, brands can genuinely establish a personal connection with their consumers. Even though the product might not be flawless, consumers will still believe that the brand cares about their issues because the business is eager to address them.
Ratings and online reviews have become a highly influential element that informs purchasing decisions as customers reference them to explore honest opinions about the product.
However, in an age where online reputation is everything, not only can negative comments on social media determine your online credibility, they can also damage your brand’s reputation if they are unattended as reports have shown that about 82% of customers look for negative comments and opinions before buying.
Jitenn Paull, an online reputation manager shared that “how we treat each customer, their complaints & feedback tells more about us compared to our balance sheet or profit loss statement”.
He added: “Meanwhile, when everyone is following the noise, we should give importance to values. One negative comment never defines our product or service but how we respond to each comment defines our values. Maybe people can’t see our every comment, feedback, or complaint but they can see our values.”
The first step is to consider negative comments as a source of information, read through them to find out what your customers don’t like about your products or mode of operation, and move to fix them. Although it is almost impossible to keep negative comments away from your brand, it is possible to minimise their impact on the brand image.
Cooper Wise, a client sales expert, believes businesses need to think of complaints like notes from a suggestion box.
He pointed: “One of the things we love to do for clients is to break down their review site complaints into data that they can take action with. You typically see easily identifiable patterns very quickly in the data, and it usually is a very simple training or procedure fix…The best complaint resolution is to actually fix the problem.”
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