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Strategies for managing negative comments

Perfect for a 4 minute break •  Written by 
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Navigating the realm of social media can be a challenging task. As a social media marketing manager for a big brand, it’s inevitable that you face head-on the occasional onslaught of negative comments. However, managing these comments does not have to be a nightmare. On the contrary, with a few strategic recommendations in place, it can evolve into a constructive process and an opportunity for building advocacy from within your organization.

To convert negatives into positives, we bring you a comprehensive guide amalgamating crucial strategies to effectively manage negative comments on social media platforms, alongside building an Employee Advocacy plan that empowers your teams.

First and foremost, negative comments should never be ignored. Remember, silence is perceived as indifference in the social media world. Timely addressing of comments shows that your brand listens, cares, and values customer feedback. But before you respond, ensure you fully understand the grievances to avoid unnecessary back-and-forths.

Secondly, as a big brand, it’s crucial to take the conversation offline. While it is important to acknowledge comments publicly, it helps to continue sensitive conversations through DM’s or emails. This shows your commitment to resolving the issue at a personal level which, when successfully concluded, can turn disgruntled commenters into advocate customers.

Sincerity is the best policy when responding to criticism. Honesty and transparency go a long way toward building long-term trust and customer loyalty. If there’s a mistake, own it, apologize, and assure the customer of your efforts to rectify it.

To embed these techniques into your brand's DNA, consider building an Employee Advocacy system. Your employees, being the closest to your brand, can lead the charge in managing negative comments. When employees engage directly with customers online, it promotes authenticity and often resonates more deeply with the audience.

To implement Employee Advocacy, develop an easy-to-understand social media policy and provide training on how to gainfully handle negative feedback. Make it worthwhile for them by acknowledging their efforts and rewarding active participation. Create a sense of ownership wherein employees can become brand ambassadors advocating for your brand both online and offline.

At times when negative comments go viral, an involved employee base can effectively address the overpour of negativity with positive testimonials and personal experiences. Empowering your team to voice genuine consumer-oriented conversations can subtly shape public opinion, consequently managing the magnitude of such crises.

In conclusion, dealing with negative comments is not about damage control. It’s an integral part of maintaining brand reputation and fostering customer loyalty. When coupled with Employee Advocacy, your brand potentially has round-the-clock ambassadors ready to shape and share an authentic narrative about your brand. 

Remember, every negative comment presents an opportunity - an opportunity to demonstrate your brand values, to showcase your responsive customer service, and to strengthen the bond between your brand and its loyal followers. Incorporate these strategies, and you'll be well on your way to mastering the art of managing negative comments while encouraging your team to step up as brand ambassadors in the process.