By now you would know all about the value of making social media an integral part of your marketing strategy. Social media marketing builds brand awareness, drives website traffic and allows you to reach out to thousands of potential clients.
You are also well aware of the importance of engaging your customers on the social media – after all, the social media is all about two-way interaction between a business and its customers or clients.
But what if one of your customers leaves a negative comment? As you know, word spreads fast on the social media. As upsetting as it might be to receive a negative comment, it’s important to take quick and effective action, and make sure that your point of view gets heard by your audience.
You must respond to negative comments as that’s what your customers expect. In fact, according a recent Retail Consumer Report from RightNow Technologies, it was found that only 68% of customers that left a negative feedback on the social media actually got a reply from the brand. It would be a mistake to ignore the negative comments, hoping that they would disappear. They most certainly won’t.
But what you can do is to turn bad experiences into positive ones. I suggest taking a cue from Zappos CEO Tony Hsieh, who is considered to be one of the foremost experts on delivering high quality customer service.
Hsieh talks about how his company handles negative feedback on the social media: “We truly care about our customers, and when there has been a loss of service, we bend over backwards to understand exactly what has happened, take strides to make improvements in an effort to prevent future losses of service, and can honestly identify with the experience our customers have reached out to let us know about. We are customers too, and we always try to put ourselves in their shoes. Being open and honest, truly listening with an open heart, and always having the intent of delivering happiness is the best way to help others."
Instagram is one of the best social networks for sending brand messaging, getting warm leads with visually appealing presentation, narrating stories that humanize the business and driving customer loyalty through engagement.
However, like anything in life, there's negativity on Instagram. You should certainly expect some negative responses during your social media marketing. If you get more negative feedback than positive you should adjust your content, the messaging of your product or services or other variables.
But also, you should endeavor to look at the upside and keep moving forward to success – through the growing pain.
How you handle negative messages, comments on Instagram or Twitter can be an opportunity to show your professionalism; that you care about your community.
What if the negativity is not worth responding to? This often happens when you are targeted by online trolls – not by genuine customers. You can then use the Instagram features 'hide your story' or 'block users'
If the feedback makes sense, address the issue; take it as an opportunity to improve your messaging, content, services or products. All companies, big and small, spend a lot of money on managing their online reputation. You should make it a point to see the value of both negative and positive responses, address them appropriately and take advantage of them.
Finally, if you’re looking to take your business a step further in the social world and leverage every follower for more marketing value today, we suggest you hire a social media marketing expert so that you can focus on your primary business.
At Socialkash, we specialize in sending engaging messages to your target audience; spark a conversation with them and create relationships that turn them into fans or followers on the social media, and eventually paying clients or customers. We can also help you network with other professionals in your niche, and provide strategies for social media messaging, and social media copywriting service.
Click here to request a FREE 15 minute strategy session to discuss how you can generate more revenue with your business using social media. We help build a strong community around your brand and help you reach your business objectives on the social media.
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