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How do you handle negative feedback and reviews on social media?

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How do you handle negative feedback and reviews on social media? If you are a brand manager, you know how important it is to monitor and protect your online reputation. But sometimes, you may encounter unhappy customers, disgruntled employees, or even malicious competitors who post negative comments or reviews about your brand. How can you respond effectively and prevent further damage? In this article, we will show you how to conduct a brand reputation audit and use some best practices to deal with negative feedback and reviews on social media.

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Ryan McDougall

Made almost entirely of water
Rachael Ward

Marketing Director | Providing part-time Marketing Director support to ambitious businesses.

1 What is a brand reputation audit?

A brand reputation audit is a process of assessing how your brand is perceived by your target audience, stakeholders, and the general public. It involves collecting and analyzing data from various sources, such as social media platforms, review sites, blogs, forums, news outlets, and search engines. The purpose of a brand reputation audit is to identify your brand's strengths, weaknesses, opportunities, and threats, and to measure your brand's performance against your goals and expectations.

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Ryan McDougall

Made almost entirely of water
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One of the worst things for a brand's social media presence is abandoned accounts. Imagine in 2015 you decided to invest on Facebook, then some team members left the company and the strategy shifted. If those accounts and presences persist, then you may be creating a gravitational center for complaints and negativity. When you audit your brand's media presence, make sure to look for places where you might just need to remove yourself.

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2 Why do you need a brand reputation audit?

A brand reputation audit can help you understand how your brand is doing in the online space, and how it compares to your competitors. It can also help you identify any potential issues or risks that may affect your brand's image, trust, and loyalty. By conducting a brand reputation audit, you can gain insights into your customers' needs, preferences, and feedback, discover your brand's unique value proposition and differentiators, evaluate your brand's visibility, reach, and engagement, detect any negative sentiment, mentions, or reviews, track and benchmark your brand's progress and performance, and develop and implement strategies to improve your brand's reputation.

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3 How to conduct a brand reputation audit?

Conducting a brand reputation audit requires defining goals and metrics, choosing sources and tools, collecting and analyzing data, and reporting and acting on findings. To begin, determine what you want to achieve with the audit and the key indicators you want to measure and monitor. Then, select the sources and tools you want to use to gather and analyze data. After that, organize and interpret the data to identify trends, patterns, and insights. Finally, create a presentation, dashboard, or checklist to communicate and implement your findings and take actions to improve your brand reputation.

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4 How to handle negative feedback and reviews on social media?

One of the most difficult aspects of managing your brand reputation online is dealing with negative feedback and reviews on social media. These can damage your brand's image, credibility, and sales, and can spread quickly and widely. It is essential to handle them correctly and promptly. To do this, you should monitor and respond to negative feedback and reviews as soon as possible. Acknowledge the issue, apologize for the inconvenience, and offer a solution or compensation. Additionally, take the conversation offline and invite the unhappy customer to contact you privately. Finally, use negative feedback and reviews as an opportunity to learn and improve your brand's products, services, or processes. Ask for feedback, listen to suggestions, and make changes. Show your customers that you value their opinions and that you are devoted to their satisfaction.

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Rachael Ward

Marketing Director | Providing part-time Marketing Director support to ambitious businesses.
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Choosing not to respond to negative reviews can give the perception that you have something to hide or that you are not really interested. It is important, although time consuming it may be, to respond to all reviews, the good and the bad, but how you choose to respond to an unhappy customer can either instill or remove confidence for readers that you care about your guest’s experience. You may have heard the saying, ‘people will forget what you said, they will forget what you did, but they will never forget how you made them feel.’ Always think about the feeling you want to leave people with as you respond to reviews.

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5 How to prevent negative feedback and reviews on social media?

You can't control what people say about your brand online, but you can take proactive steps to prevent or reduce negative feedback and reviews on social media. To do this, deliver quality and value to your customers, making sure that your products, services, or processes meet or exceed their expectations and needs. Additionally, build trust and loyalty with your customers by aligning your brand's values, mission, and vision with theirs. Encourage positive feedback and reviews by asking for and collecting them from satisfied customers, and make it easy and convenient for them to leave feedback and reviews on your preferred platforms. Showcase and share your positive feedback and reviews, and thank your customers for their feedback and reviews.

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How do you handle negative feedback and reviews on social media?

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1 What is a brand reputation audit?

2 Why do you need a brand reputation audit?

3 How to conduct a brand reputation audit?

4 How to handle negative feedback and reviews on social media?

5 How to prevent negative feedback and reviews on social media?

Brand Management

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How do you handle negative feedback and reviews on social media?

1

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1 What is a brand reputation audit?

2 Why do you need a brand reputation audit?

3 How to conduct a brand reputation audit?

4 How to handle negative feedback and reviews on social media?

5 How to prevent negative feedback and reviews on social media?

Brand Management

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