How do you deal with negative comments and reviews on your sales promotion posts on social media?
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The worst thing you can do is ignore or delete negative comments and reviews. This will only make the situation worse and show that you don't care about your customers' feedback. Instead, acknowledge and respond to them politely and professionally, even if they are unfair or rude. Thank them for their input, apologize for any inconvenience, and offer a solution or a compensation if possible. This will show that you value their opinion and that you are willing to improve your service.
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Not responding to negative comments makes your company look even worse than the negative comment itself. By acknowledging and addressing the comment publicly shows that there actually is someone listening. The biggest thing to remember is that people want to be heard and know that their opinion matters.
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Un peu cliché, sans doute, mais plus que jamais d'actualité. Soyez aux petits soins pour vos clients : excusez-vous, expliquez que vous vous servirez de vos erreurs pour vous améliorer et demandez ce que vous pourriez faire de plus pour leur proposer une expérience encore plus plaisante. Vous restez digne et montrez par la même occasion à vos prospects que vous avez un service client de qualité.
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Amazon, one of the world's largest online retailers, places a high value on customer feedback. They have a dedicated system for customers to leave reviews and ratings. Amazon is known for actively monitoring and responding to customer reviews, both positive and negative. This engagement has contributed to their reputation for excellent customer service
It can be tempting to react defensively or emotionally to negative comments and reviews, especially if they are personal or false. However, this will only escalate the conflict and damage your image. Instead, stay calm and positive, and avoid getting into arguments or insults. Focus on the facts and the benefits of your sales promotion, and highlight the positive aspects of your brand and your offer. This will help you diffuse the tension and maintain your credibility.
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N’essayez jamais de masquer ou de supprimer les critiques honnêtes sur les réseaux sociaux. Mieux vaut toujours apporter des réponses concrètes pour cultiver la confiance et votre crédibilité que de prendre le risque de susciter encore plus de réclamations sur des forums que vous ne contr?lez pas autant.
Negative comments and reviews are not only a challenge, but also a chance to learn and improve. They can reveal the flaws or gaps in your sales promotion strategy, your product or service, or your customer service. They can also give you insights into what your customers want, need, or expect from you. Use them as a feedback tool to analyze and evaluate your performance, and to make adjustments or changes if necessary. This will help you enhance your quality and satisfaction, and prevent future complaints.
Not all comments and reviews are negative. You may also receive positive ones from satisfied customers who appreciate your sales promotion and your brand. Don't take them for granted, but encourage and reward them. Thank them for their support, share their testimonials, offer them incentives or discounts, or invite them to join your loyalty program. This will help you build trust and loyalty, and generate more positive word-of-mouth and referrals.
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Si vous avez l'impression que les gens sont durs avec vous sur les réseaux sociaux, c'est peut-être parce que c'est leur seul moyen de se faire entendre. Mettez à disposition votre numéro de téléphone, une adresse email ou mieux encore, un formulaire de commentaires pour leur permettre de vous contacter directement et éviter qu'ils passent leurs nerfs sur vous en public.
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I don’t necessarily agree with asking people who leave a positive comment to join a loyalty program. This makes it look as though the genuine positive comment was solicited. Thank the commenter publicly and if you would like to reward or incentivize them, send them a DM (direct message).
Finally, don't forget to monitor and measure the impact of your sales promotion and your social media activity. Use tools and metrics to track and analyze the volume, sentiment, and quality of the comments and reviews you receive. This will help you identify the strengths and weaknesses of your campaign, the opportunities and threats of your market, and the goals and outcomes of your actions. This will help you optimize your sales promotion strategy and your social media presence, and increase your sales and profits.
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