HANDLING NEGATIVITY ON SOCIAL MEDIA PLATFORMS

SocioSquare is a full service digital marketing agency based in Mumbai. We offer an integrated suite of digital marketing solutions to effectively leverage the increasing consumer choices and engagement on social media. We are internet marketing consultants offering the best of social media marketing packages essential for your business's digital marketing needs. We are amongst the top mobile applications developers in Mumbai. Our agency also offers the best SEO service in India.

SocioSquare is a division of AKG Media Group. Based in Philadelphia, and founded in January, 2009, AKG Media Pvt. Ltd. is operated independently by a dedicated management team of professionals with offices in Mumbai and Philadelphia.

Many famous brands have made this mistake of not taking a prompt action against the negativity posted online by their customers. This might lead to a ripple effect making other customers come ahead and post their negative experience online. Brands should not ignore such comments and respond to them
with immediate effect.

Customers are really sensitive to such things and if not given proper treatment it might lead to the brand getting its image tainted.

To avoid such a situation we can use following steps:-

1. Not deleting the negative comments-
It sends out a wrong signal to the customers if their comment is deleted. Brand should take care to it that they value their customers' feedback.

2. Promptness in acknowledgement-
If the acknowledgement to any of the negative feedback by the customers is not done quick enough it might show them that the brand has got a laid back attitude and doesn't care that much.

3. Appreciating the response-
To treat your customer like a king is just like adding a value to your service while providing one to them. They need to feel that their feedback matters. It also shows that the Brand cares.

4. Dealing with the negative responses offline-
It's good that the first acknowledgement done is public but taking the conversation further can be done offline and gives it a personal touch.

5. Spread positivity-
A negative customer experience should lead to the brand creating a positive experience for them through its interactions and also from the ways of collecting their feedback.

6. Connectivity matters-
Keeping a follow-up matters. Once the feedback is acknowledged it becomes extremely essential that the conversations there after are looked after. A proper surveillance and a proper communication should keep you connected with the customers thus establishing a fact that Brand is responsible and cares for their sentiments.

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