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Last updated on 2024年7月21日

Your brand is facing a viral negative review. How can you protect your reputation and regain trust?

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Navigating the stormy waters of a viral negative review can be daunting, but it's crucial for the longevity and credibility of your brand. In today's digital age, one scathing critique can spread like wildfire, potentially causing significant damage to your reputation. However, with a strategic approach and a calm demeanor, you can mitigate the fallout and even turn the situation to your advantage. Protecting your brand's reputation and regaining trust requires prompt action, transparency, and an unwavering commitment to your values and customer satisfaction.

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N Bhawani Rao

Co-Founder @BizSokae | Building a next-generation marketing and engineering agency
Zaid ?? S.

Brand Positioning Coach + Ghostwriter helping your skills and ideas find their unique space through strategy and…
Keith Leveson

Digital Marketing Leader | Driving B2B & B2C Growth | Expert in SEO, Content Creation, and Social Media Strategy

1 Acknowledge Quickly

When a negative review goes viral, time is of the essence. Your first step should be to acknowledge the review publicly and promptly. This shows that you're attentive and care about customer feedback. Craft a response that is sincere and apologetic, without being defensive. Let the customer know that you're taking their concerns seriously and are committed to resolving the issue. This initial engagement can help to de-escalate the situation and prevent further negative sentiment from brewing.

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N Bhawani Rao

Co-Founder @BizSokae | Building a next-generation marketing and engineering agency
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To protect your reputation and regain trust following a viral negative review, respond quickly and compassionately. Recognize the problem, apologize sincerely, and offer a clear solution or corrective action. Engage with the reviewer privately to discuss their concerns in depth. Communicate openly about the steps you are taking to avoid future problems. Continue to monitor the situation and respond to any related comments with transparency and professionalism. Use this experience to demonstrate your dedication to customer satisfaction and reinforce your brand values.

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Marcel Ebner

Marketing | Branding | Gest?o de Marketing | Gest?o de Marca | Inteligência de Mercado
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Em minha experiência é muito importante buscar a fonte da crítica negativa e trabalhar diretamente com ela, se é a imprensa investir em relacionamento com a mesma, se é um cliente trazer ele para perto e buscar maneiras desse detrator se tornar um promotor. Investimento e mídia e comunica??o para minimizar a situa??o também é muito eficaz, porém caro.

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2 Investigate Thoroughly

After acknowledging the review, conduct a thorough investigation into the claims made. Understanding the root of the problem is key to preventing similar issues in the future. Gather all necessary information and assess whether the complaint is an isolated incident or indicative of a larger systemic issue. This step is not only about damage control but also about improving your brand's operations and customer experience.

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Marcel Ebner

Marketing | Branding | Gest?o de Marketing | Gest?o de Marca | Inteligência de Mercado
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Trabalhar pontualmente no problema, identificar onde na opera??o foi o problema e ver se é necessário uma revis?o do processo ou de um simples ajuste. Focar em como isso chega no consumidor final também é de extrema importancia.

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3 Communicate Transparently

Transparency is vital when addressing a viral negative review. Once you've investigated the issue, communicate your findings and the steps you're taking to rectify the situation. Customers appreciate honesty and are more likely to forgive a mistake if they believe you're being forthright about the resolution process. This can also be an opportunity to highlight any positive changes or initiatives that have come about as a result of the feedback.

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Zaid ?? S.

Brand Positioning Coach + Ghostwriter helping your skills and ideas find their unique space through strategy and content.
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Public responses to negative reviews can actually show your audience that you are genuine and attentive when it comes to criticism. For example, when a customer posts a negative review about a delayed order, publicly addressing their concern with an apology and a solution shows that you care about your customers' experiences. This transparency builds trust and demonstrates your commitment to customer satisfaction.

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4 Offer Amends

To regain trust, it's often necessary to make amends with the aggrieved customer. Depending on the situation, this could involve a refund, a replacement, or additional compensation for their inconvenience. Offering a tangible remedy demonstrates that you value customer satisfaction and are willing to take responsibility for errors. This gesture can also encourage the customer to update their review or spread positive word-of-mouth about how the situation was handled.

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Keith Leveson

Digital Marketing Leader | Driving B2B & B2C Growth | Expert in SEO, Content Creation, and Social Media Strategy
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Saying sorry is huge, showing you're sorry is even better. People appreciate when we say we made a mistake but what they really want to know is how we are going to make it right. Developing a strategic plan to show amends can go a long way and can even turn a huge blunder positive. I remember when Samsung had to recall all Galaxy Note 7s, the replaced the phone with a credit and then you got to choose a gift you wanted from headphones to a smart tv. Not only was all forgiven but their response created even more customer loyalty.

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5 Learn and Adapt

A viral negative review is a learning opportunity for your brand. Use the feedback to make meaningful changes to your products, services, or customer service policies. By adapting based on customer feedback, you show a commitment to continuous improvement, which can strengthen your brand's reputation over time. Customers are more likely to support brands that listen to them and are proactive about enhancing their offerings.

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Marcel Ebner

Marketing | Branding | Gest?o de Marketing | Gest?o de Marca | Inteligência de Mercado
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Mostre que o problema ja foi contornado mas que esse agora é uma grande bandeira da marca. Trate com aten??o e mostre que a adapta??o e o ajuste foi feito e será acompanhado diretamente.

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6 Rebuild Trust

Regaining trust after a viral negative review is a gradual process. Continue to engage with your customers, ask for their input, and show that you're implementing their suggestions. Building a community around your brand can foster loyalty and create brand advocates who will support you in times of crisis. Consistent, positive interactions with customers will help to rebuild confidence in your brand and can ultimately transform a negative into a positive.

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Marcel Ebner

Marketing | Branding | Gest?o de Marketing | Gest?o de Marca | Inteligência de Mercado
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Investir em midia, influenciadores é um processo para a reconstru??o da confian?a, invista também em a??es contínuas e preste contas com a sociedade, ou seja, de visibilidade no trabalho que está sendo feito para a reconstru??o da confian?a da marca.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Marcel Ebner

Marketing | Branding | Gest?o de Marketing | Gest?o de Marca | Inteligência de Mercado
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Ja trabalhei com marcas que passaram por crises com imprensa e sociedade e o mais difícil é reverter a midia ja lan?ada. O acompanhamento deve ser feito muito além da crise, ter um manual de gest?o de crises, trazer o máximo de steakholders para próximo e agir o mais rápido possível é essencial para uma estancar o problema.

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Your brand is facing a viral negative review. How can you protect your reputation and regain trust?

1

2

3

4

5

6

7

1 Acknowledge Quickly

2 Investigate Thoroughly

3 Communicate Transparently

4 Offer Amends

5 Learn and Adapt

6 Rebuild Trust

7 Here’s what else to consider

Brand Development

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Your brand is facing a viral negative review. How can you protect your reputation and regain trust?

1

2

3

4

5

6

7

1 Acknowledge Quickly

2 Investigate Thoroughly

3 Communicate Transparently

4 Offer Amends

5 Learn and Adapt

6 Rebuild Trust

7 Here’s what else to consider

Brand Development

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感谢您的反馈

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