Sometimes you can get the best feedback through negative comments. Not all negative comments should be deleted. This concept is derived from Jay Baer’s book: Hug Your Haters and it’s worth every penny! Whether or not you like it, we need to be where our customers are-and that’s online. You have something to show for yourself when Negative Nancy gets a little out of control.ĭid you know that 80% of companies say they deliver outstanding customer service, but only 8% of their customers agree? Think of it like social media or blog insurance. We’re a fan of the comment policy for TopRank Marketing. This is the public-facing document that tells users you have the right to delete their inappropriate comments and/or block them from your page if they don’t follow the rules. Step 2: Develop your comment policy, and make it publicly available Include tips for responding to feedback, including tone of voice, where to direct them next (email or phone?) and at what point do you need to bring in the manager.For organizations with a social media team, assign roles in the process doc so everyone is aware of their responsibilities in regards to the feedback workflow.Whether you’re doing it all by yourself or working collaboratively with a team, a written process will save you from scrambling down the road. Here’s how we suggest handling online feedback: Step 1: Build a processĪfter you establish your content marketing strategy (and define the social channels that are right for your brand), the next step would be to develop and document the process associated with handling feedback online. View it as an incredible opportunity to learn and engage with your audience. Who knew you’d have to battle trolls as an adult? Good or bad, feedback on online content (blogging and social media) should not be ignored, and is something we deal with every day.
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