8th Anniversary Digital Marketing Scholarship Test Participate & Win!

Digital Marketing Blog

Digital Marketing Case Studies, WhyTos, HowTos, Interviews, News, Events, Jobs and more...

5 Ways to Handle Negative Feedback in Social Media

Rate this post

Social media is a sea looking at the amount of content being generated by millions of users worldwide on various social networks as well as on forums & blogs. Apart from your own online properties it’s not possible to control the information being generated elsewhere and which is consistently being shared by the users on their networks with their friends or followers. It thus becomes imperative for the brands to continuously scrutinize the mentions about them on the web which can help them to  amplify the positive mentions & mitigate the negative ones.

#1. Approach Positively

Always avoid any kind of provocation due to the negative feedback. As a brand, you have a much higher responsibility & by handling the negative feedback aggressively & negatively you are only going to damage yourself as happened recently in the case of Vodafone India when they slapped a notice on their distressed consumer for bashing them on facebook.

#2. Be Prompt

One of the best practices is to respond to any negative feedback immediately or within an hour. Even if you are not sure what exactly you should reply, at least leave a comment that “Thanks for your concern, we are looking into the problem faced by you. We’ll get back to your asap”. Then in the meanwhile you can find the solution to the problem faced by the user & reply him as early as you can but should not be very long.

You can also ask for the user’s phone number & solve his directly after the initial conversation on the platform. If the customer is very personal & harsh in his language, you should look into the problem. Possibly he is pissed off due to some serious flaw at your end. In that case he should be given replacement or refund as soon as possible which should be declared on the public platform too.

#3. Be Public

Another best practice is to solve the problems of your users publicly. This shows all your fans/users that you care for them & are responsible enough to handle the problems of your customers. According to a recent survey by Harris Interactive, those customers who received a reply in response to their negative review, 33% turned around and posted a positive review & 34% deleted their original negative review!

From Flickr.com

#4. Appreciate Constructive Criticism

Usually constructive criticism is done by your loyal customers, so it is essential on the brand’s part to appreciate their suggestions which are usually based upon the product or service improvement. Even if you don’t have to take their suggestions or you know that you don’t want to bring any immediate changes still you can thank them for their valuable suggestions. At least they have a trust feeling with your brand when you respond to them.

5. Ignore the Spammers

There is only one category where you should ignore the negative feedback, i.e. the glorified spammers. In many cases the spammers are paid by some companies to bait you into unnecessary confrontation & thus spread negativity about your company. It is of no use arguing or even replying to such spammers. They should better be ignored. Let your loyal customers handle them on their own or you should delete such comments immediately if they are on the online properties owned by you.

Some Golden Rules to Remember

#1. Climb into your customers’ shoes to understand the reason for their negative feedback.
#2. Embrace negative comments, don’t shy off or get scared of them. It’s easier to manage negative comments on your own online properties rather than independent blogs or forums.
#3. Don’t delete the negative comments, rather reply to them in a constructive manner & let the discussion remain on the network for other users to see. It shows that you respect other people’s perspectives & opinions. They, in turn, will have more respect for yours.
#4. Be honest in your replies to the negative feedback as any wrong information can be detrimental and can actually escalate the problems.

For more insights on social media marketing, join our best in class social media workshops.

  • Digital-Marketing


  • There are 15 comments


    • 4 years ago

      site   /   Reply

      What a data of un-ambiguity and preserveness of precious familiarity concerning unexpected feelings.

    • 4 years ago

      site   /   Reply

      For newest news you have to visit internet and on world-wide-web I found this website
      as a most excellent web site for most up-to-date updates.

    • 4 years ago

      Http://Maxwelltheodore.Soup.Io/Post/333786048/Buy-Youtube-Subscribers-Cheap   /   Reply

      There’s certainly a lot to learn about this subject. I really like all the points you made.

    • 4 years ago

      juno webmail   /   Reply

      If you wish for to grow your knowledge only keep visiting this web
      site and be updated with the most recent gossip posted here.

    • 4 years ago

      correo hotmail españa   /   Reply

      I believe that is among the most important info for
      me. And i’m glad reading your article. However want to observation on few common issues,
      The site taste is wonderful, the articles is really great :
      D. Excellent activity, cheers

    • 4 years ago

      Anonymous   /   Reply

      Attractive element of content. I just stumbled upon your website and in accession capital to claim that I get actually loved account your blog posts. Any way I

    • 4 years ago

      business electricity and gas providers   /   Reply

      However, skylights are all natural and will ultimately pay for themselves over time, starting with revenue tax
      savings. While derma rollers present an exciting new option for anti-aging
      facial appearance, there are caveats to consider prior to use.
      Try your hand on Transport business and you will have to contend
      with the wahala from the NURTW.

    • 4 years ago

      bitdefender total security 2014 keygen   /   Reply

      whoah this weblog is magnificent i love studying your articles.
      Keep up the great work! You recognize, lots of individuals are searching round
      for this info, you could help them greatly.

    • 4 years ago

      target discount ceals   /   Reply

      I know this if off topic but I’m looking into starting my own blog and was curious what all is required to get set up?
      I’m assuming having a blog like yours would cost a pretty penny?
      I’m not very web savvy so I’m not 100% sure. Any tips or advice would be greatly appreciated.
      Appreciate it

    • 4 years ago

      soho hong kong   /   Reply

      We are a group of volunteers and opening a new scheme in our community.
      Your website provided us with valuable information to work on.
      You’ve done an impressive job and our whole community will
      be grateful to you.

    • 4 years ago

      Alvarez RD20S   /   Reply

      Thanks for your content. One other thing is when you are disposing your property all on your own, one of the challenges you need to be conscious of upfront is when to deal with property inspection reviews. As a FSBO home owner, the key to successfully transferring your property in addition to saving money about real estate agent revenue is information. The more you recognize, the smoother your sales effort might be. One area exactly where this is particularly essential is home inspections.

    • 4 years ago

      Alvarez RD8   /   Reply

      Really appreciate you sharing this post.Really looking forward to read more. Want more.

    • 4 years ago

      fl studio 11 crack download   /   Reply

      Excellent blog! Do you have any suggestions for aspiring writers?
      I’m hoping to start my own site soon but I’m a little
      lost on everything. Would you advise starting with a free platform like WordPress or go for a paid
      option? There are so many options out there that I’m totally confused ..
      Any tips? Thanks!

    • 4 years ago

      Juice Beauty Reviews   /   Reply

      “Wow, great article.Much thanks again. Want more.”

    • 3 years ago

      hacking facebook   /   Reply

      This design is incredible! You certainly know how to keep a reader entertained.
      Between your wit and your videos, I was almost moved to start
      my own blog (well, almost…HaHa!) Great job. I really loved what you had to say, and
      more than that, how you presented it. Too cool!

    Your Comment

    Your email address will not be published.




    [35000+ People already benefited]
    [35000+ People already benefited]
    [gravityform id="27" name="Optin Mobile" title="false" ajax="true" description="false" field_values="productid=da101&furthercom=optinMobile"]
    • This field is for validation purposes and should be left unchanged.
    [35000+ People already benefited]
    [35000+ People already benefited]
    [gravityform id="152" name="Optin Mobile" title="false" ajax="true" description="false" field_values="productid=dm101&furthercom=optinMobile"]
    • This field is for validation purposes and should be left unchanged.
    [35000+ People already benefited]
    [35000+ People already benefited]
    [gravityform id="152" name="Optin Mobile" title="false" ajax="true" description="false" field_values="productid=dm101&furthercom=optinMobileCTA"]
    • This field is for validation purposes and should be left unchanged.
    [35000+ People already benefited]
    [35000+ People already benefited]
    [gravityform id="152" name="Contact Me" title="false" description="false" field_values="productid=dm101&furthercom=optinCTA"]
    • This field is for validation purposes and should be left unchanged.