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15 Ways to Respond to Negative Social Media Reviews of Your Brand

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Social media can be fickle at times. With more than 3 billion users now spread across social platforms like Twitter, Facebook, and Instagram, it’s more important than ever to know not only what’s being said about your brand, but also where and how you should address it. This is something the business and branding world refers to as ‘reputation management‘.

While social media is a great place to share brand love, followers can also bash your company with a single comment, leaving you vulnerable to their harmful posts and tweets. It means nothing for a customer or user to make a quick statement online — but it means everything to the individual or brand they might be talking about.

How you decide to handle the negative comments can mean the difference between going down in flames and moving forward graciously. You may even turn some of those negative voices into new brand advocates if you play your cards right.

Below, 15 entrepreneurs from YEC give advice on the best ways to respond to negative reviews on social media, so your brand doesn’t get tarnished as a result.

How Top Experts and Brands Respond to Negative Social Media Reviews

1. Acknowledge and Log for Future Reference

If we receive negative reviews on social media, we reach out to the individual in a direct message, thank them for their feedback and ask them if there is anything that can be done immediately to improve the situation. Once communication has concluded, we log all feedback and review it when it’s time to make updates and improvements to our product. – Dave Nevogt, Hubstaff.com

2. Look at the Positives

A negative comment is a perfect opportunity to highlight the values of your business in a positive light. Emphasize your business values and offer a solution that reinforces positivity. Don’t forget to take it easy. No hard feelings; there’s authenticity in being able to laugh at yourself. Give your customer value through a quick and personalized response. Be considerate and stay sincere.

David Tomas, Cyberclick

3. Be Transparent and Reach Out

It’s important to keep a public conversation public so that whoever runs across a negative review in the future can see the complete context of the situation, however it ends up getting resolved. That doesn’t mean you shouldn’t also personally reach out to your customer via email or phone and find out how to make things right.

Tim Chaves, ZipBooks Online Bookkeeping Services

4. Address It With Passive Honesty

You want to address concerns in a frank and forward manner, but you also want to pull the complainer out of that channel as quickly as possible. Move them to an email or a phone call — anything that gets them off their soapbox. Be professional, address their concerns and offer to help through another medium. “The customer is always right” exists for a reason.

Nicole Munoz, Start Ranking Now

5. Create, Create, Create

In our business, any negative feedback is an open invitation for creative solutions. Maybe it will be a piece of content that targets an experience or something we missed. Life is about edits, so use this as an excuse to edit. It is an investment of someone’s energy to write a negative review, so channel that into creatively solving the problem, if it exists, with content. Taking it personally solves little.

Matthew Capala, Search Decoder

6. Acknowledge and Investigate ASAP

The best way to address negative reviews on social media is to acknowledge the concern, probe further, offer a solution and promise to address it in a timely manner. I think it is important to acknowledge the negative review, but you also need to investigate beforehand to find out how they came to that judgment. It can be very subjective so it might be an isolated case.

Daisy Jing, Banish

7. Be Positive and Respectful

No matter how personal or derogatory the review, it’s important to stay professional, positive and respectful when you reach out to the unhappy customer. Let them know you are concerned and are there to listen. Even if it becomes unreasonable, turn the discussion back to anything positive you can do for them.

Zach Binder, Ipseity Inc

8. Listen First

You have to respect a customer’s negative review. You may not agree with it, but the best option is to try to understand why they are experiencing what they are complaining about. Simply listening will allow them to get their frustration off their chest. You can learn from this and it will give you an opportunity to find a solution to their problem.

Abhilash Patel, Abhilash.co

9. Focus on the Issue

We’re all human, and it can be difficult to keep a level head when dealing with negative criticism. Rather than focusing on the person, try to understand and address their issue as calmly as possible. Once you’ve addressed the issue to the best of your ability, that’s the end of the conversation. Don’t be drawn into a long and public debate — you have more to lose than the customer!

Justin Blanchard, ServerMania Inc.

10. Respond Quickly and Honestly

Time is critical when managing negative reviews online. Keep in mind that customers will be engaging with the review during the time prior to your response and they will not come back to read your comments. Act quickly and be honest about the comment. Don’t sound derogatory and don’t be partial. Apologize and speak honestly about the situation. Respond quickly and do not engage in back and forth.

Diego Orjuela, Cables & Sensors

11. Don’t Be Defensive

If you made a mistake and failed to offer the quality of service you aspire to, take responsibility and try to put things right. If that doesn’t work, give the customer a refund and send them on their way. Some customers simply aren’t a good fit for your company. Whatever you do, don’t get defensive and lose your cool.

Vik Patel, Future Hosting

12. Keep It Short

Show that you are empathetic and responsive to customer concerns. The best way to handle negative social media publicity is to have your support team respond (just once) publicly offering to fix the situation and urging the user to contact your company. Other people on the forum will see that your company is responsive and willing to fix the situation. Never argue back and forth on a public forum!

Arian Radmand, TurnGram

13. Take Responsibility

Most of the bad reviews are posted out of anger and hate. I personally don’t know one person who has written a completely honest negative review. They will exaggerate to try to get their point across. If your company made a mistake, try to fix it before it gets online. If it got posted online, just suck it up and answer whatever reason you had to not solve the problem beforehand.

Adrian Ghila, Luxe RV, Inc.

14. Convert Them to Evangelists

Go into total emergency customer service mode. In multiple businesses I’ve worked with, some of our most enthusiastic fans have come in first as what can best be described as haters. Unless they are jerks, people often just want to be listened to and taken care of. If they are passionate enough to complain, they likely are passionate enough to brag about superior resolution of their problems.

Benjamin Berman, Optimize For Growth

15. Accept Constructive Criticism

First and foremost, I think it’s important for any business owner to acknowledge that no company is perfect, and that pleasing everyone isn’t a realistic goal. Accepting negative reviews as constructive criticism is healthy practice, and openly communicating with your audience about brand improvement lets them know that you’re not only listening, but that you value their opinions.

Kelly Woo, Profectus Financial

Don’t Let Social Media Ruin Your Personal or Business Brand

Online reputation management is something every individual and brand needs to deal with. While many people think Google and social media just happens, there are ways to monitor and control what is being said about your services, products or brands online. Take action today and gain more control over your brand’s first impression today.

If you enjoyed this expert roundup, I recommend you also take a look at our previous ones on expert SEO tips and best tips for making money online.

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Social Shark Instagram Growth Tool Makes Instagram Marketing Easy

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Social media is one of the most powerful platforms on the internet today. However, just ‘being on’ any of the top social networks is never enough. You need to build a brand, have a following, and also create content that your audience engages with, and also shares.

This is especially true with Instagram, as everyone is trying to build up their following and reach millions around the world.

There are many tools on the market place to help with these aspects, but many of only focus in one area. This means you would likely need to find one solution for scheduling, advertising, increasing reach, or even paid advertising.

Social Shark is a solution that takes all of these components together and offers them in one valuable platform — focused solely on Instagram growth and social media efforts.

Today we are going to take a look at Social Shark, while also breaking down it’s many features and tools to help you master the art of Instagram marketing.

Instagram… It’s All About the Visuals Baby!

When looking at any of the top social platforms on the internet today, Instagram is quickly finding themselves at the top of most lists. The reasons for this are many, but also quite clear at the same time.

People aren’t interested in reading text content, and visual images and videos are in demand. At the same time, everyone is using their mobile devices for social media, and this is where Instagram has always focused their efforts.

With all of this in mind, Social Shark has made the process of getting live on Instagram and growing an audience fast, quite easy. Through the use of their Instagram tracking tool, anyone can connect to their Instagram account and start targeting new audiences and potential followers around the world.

Let’s now take a look at what this powerful social media marketing platform has to offer.

One of the most important powerful tools built into the platform, is the ability to track progress and results over time. Anyone can order a bunch of followers online, or even pay for various social media marketing methods… but if there isn’t a way to measure these results, how are you supposed to know what you are actually getting?

That isn’t the case with Social Shark, as they have built all of the necessary follower, engagement, branding, and reach reports necessary to track your growth on Instagram.

Best of all, all of these reports are easy to read and understand. Forget about excel data reports, everything associated with Social Shark is set up with a nice visual data chart that’s easy to track and follow over time.

Instagram Automation is Key for Growth and Engagement

With so many different tools and solutions on the internet for pretty much anything, you are going to want to use a tool that easy to understand and doesn’t have much of a learning curve. Take a look at any of the top bloggers on Instagram, and all of them will tell you that they are tracking progress and engagement on Instagram with a fine tooth comb. They each have their own preferred tools and methods for creating and scheduling content, while also making sure it reaches the right target audience.

That’s exactly what you will find within Social Shark.

To get started, all you need to do is log into your account, then connect to your Instagram account.

Inside this same members area, you will find all of the tools, features, and services on the left side menu of the page. In the main area of your dashboard area, you will also come across some of the latest articles and resources on how to grow your brand using Instagram.

It doesn’t matter if you are a single person brand or a company with 100+ employees… creating new content and going live with social media updates is time consuming!

Knowing how to connect with users on Instagram, that have no idea about your brand, is another added benefit to using Social Shark for all of your Instagram growth and marketing efforts. This can be done through any of the organic reach tools on the platform, or through the process of acquiring new Instagram followers.

No matter how you plan on getting new followers, it’s important to make sure you are targeting the right audience.

This is easily done with Social Shark, as they have all of the necessary targeting options built right into their platform. Through the screenshot below you can see the targeting options available, such as; media age, media type, follower counts, filters, and more.

As you can imagine, the more you know about your typical fan or customer, the better you can set these options to acquire new customers and followers that will deliver the best ROI.

The next step in this process is to play around with your hashtag settings and making sure you are using them within your posts and engagement as well. A great benefit here is to look at your competitors and see what they are using to attract new audiences. Brands like Starbucks might use #coffee, while Nike might use #justdoit.

Play around with your hashtag and targeting options and measure which results works best.

Using the Power of Instagram Hashtags

Hashtags are the most powerful asset that everyone needs to be using on Instagram.

While platforms like Twitter and Facebook both have hashtags, they are no one near used as much as they are on Instagram. Without hashtags in your content, it simply won’t be found by others or appear within their platform search results.

However, how are you supposed to know which hastags are best to use?

Look no further than the powerful Instagram hashtag generator, found right within Social Shark.

The concept of a social platform hashtag generator is nothing new, but where Social Shark goes above and beyond the competition, is how they have several variations of each hashtag, popularity scores, and also the ability to upload images for each or by using a webpage URL.

An example of how this might work, can be seen below.

Instead of just going through the list and grabbing hashtags, you can actually upload an image and see what new hashtag ideas might get triggered by the generator tool. A good example of this would be if you uploaded a vacation photo while you were at the beach. You might then see hashtags like #bluesky, #beachlife, #saltlife, and so on…

Lots of options here for reaching new audiences with different Instagram hashtags, so be sure to try them all out.

The Options of Buying Nike Likes and Views

Starting from scratch on any social platform is never easy. It’s even worse when you start releasing content, only to find that it’s getting new views or social shares.

One of the best ways to get around this, is to give your account a boost — whether that be through buying new social followers, likes, or even social shares.

Again, this is another service offered by Social Shark.

Depending on the type of growth you want to see, options here will vary in terms of pricing.

If you just want to give it a quick test run, a $4.99 starter package is a great way to get started. This will deliver 500 likes to your latest social content.

Looking for even more? Go for a Diamond package at $75.99 and look forward to 20,000 likes headed your way.

Social Shark Plan Pricing

As mentioned throughout this post, there are many tools, features, and advantages to using Social Shark to power your Instagram marketing efforts.

If this is something you are interested, you can get started with Social Shark for just $30 or $60 per month. You can see both of their price plans below, and what’s included in each.

The option is also there there upgrade at any time, along with saving up to 25%, but going with a yearly plan.

As you can see, both plans offer access to all of the tools on Social Shark. The main difference is that the “Popular” plan offers a path to “Faster Growth and Double Engagement”. If you are on the fence, simply go with the Starter plan, then upgrade when you see fit.

Instagram marketing is super hot right now and it’s simply the best way to reach new audiences around the world. Social Shark makes the process even more affordable and effective than ever below.

To get started, simple take advantage of their 7-day free trial and see what Social Shark has to offer.

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6 Reasons Every Business Needs Social Media Marketing in 2019

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Presenting consumers with a consistent brand presence across multiple platforms can increase business revenue by nearly 23 percent. For most business owners, finding a way to connect to a larger audience is a priority.

While most business owners have the desire to further their reach, many of them don’t know where to start. One of the best ways to attract quality sales leads is by investing time and money into social media marketing.

Social media sites like Facebook, Instagram, and Twitter get millions of visitors a day. Tapping into a fraction of this audience can take you from startup to a success story.

Are you on the fence about whether or not social media marketing is right for your business? If so, read below to find out why embracing this form of marketing is so important for small businesses.

1. Social Media Marketing Helps You Get the Word Out

One of the main benefits that come with using social media marketing is the ability it provides you to inform consumers. Modern consumers are hungry for information, which is why you need to do all you can to deliver it to them.

With a strong social media presence, you can consistently inform a large audience about the products and services you offer. You can take this one step further by investing in the making of a video.

Having the right mix of text and video content is essential when trying to make an impact on social media. Working with marketing professionals, like the ones at The Digital Agency is essential when trying to create engaging and informative content for your social media followers.

2. The Popularity Factor

Unless you have been living under a rock for the past decade, you know just how popular social media is. People from all corners of the world engage with social media forums on a daily basis.

Instead of letting your competition reap the benefits of an adequate social media marketing strategy, now is the time to embrace this form of marketing. Failing to follow marketing trends can affect the public’s perception of your business.

If you do not have a presence on social media, consumers may start to view your company as outdated. Not only can this affect your ability to attract a wider audience, it can also lead to your existing customers seeking out the help of a competitor. The time and energy invested in social media marketing will pay off in the long run.

3. A Cost-Effective Way to Market Your Business

If you are like most business owners, finding a way to save money is something you are passionate about. In the past, companies would spend thousands of dollars a month on print advertising.

Since the invention of social media, print advertising has started to wain in popularity. Not only is social media provide business owners with quality sales leads, but it is also cost-effective.

While using a social media service is free, you can spend money on targeted ads. Platforms like Facebook allow you to run customized ads. These ads allow you to target users based on factors like location, age, and interests. When done correctly, these ads will help you generate sales leads that actually convert.

4. A Great Way to Reach a Variety of Age Groups and Demographics

Some business owners have the misconception that social media is just for Millennials and Xennials. The truth is that social media attracts users from all age groups and demographics.

While it is important to develop content for your core audience, you will also need to find a way to give your products and services a universal appeal. The more people you can appeal to on social media, the easier you will find it to grow your company.

Things like interactive content provide a nearly universal appeal. People from all walks of life love filling out quizzes or looking at a video. By providing your audience with this type of content, you should have no problem growing your audience.

5. Receive Feedback from the People Who Matter the Most

Having a successful small business hinges on providing your customers with what they want. Interacting with your audience on social media is a great way to receive honest feedback about your products or services.

Becoming detached from the needs of your audience is a recipe for disaster. If consumers feel like you aren’t providing them with what they want, it will generally lead to them seeking out one of your competitors.

Conducting polls on social media regarding a new product or service can provide you with useful information. Take the feedback you receive and use it to optimize the products or services you provide can help you achieve the success you are after.

6. Address Customer Problems Quickly

Providing excellent customer service is essential when trying to keep your audience happy and loyal. Allowing consumers to instant message you on social media with problems they may have is a good idea.

Once you receive complaints on these platforms, you need to work on resolving them in a hurry. Showing your audience you are concerned about the experience they have with your company is essential.

Ignoring these messages may lead to your business receiving bad online reviews. Most tech-savvy consumers take the information in online reviews very seriously. Having a number of bad reviews can affect your ability to grow your customer base.

Working with Professionals Is a Must

Instead of trying to develop and execute social media marketing campaigns on your own, you should reach out for some professional help. A digital marketing professional can help you come up with a winning social media strategy and track the results of these campaigns with ease.

Looking for more information about social media marketing? If so, check out our article on how to an effective social media strategy can help grow your brand.

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Struggling to Get Instagram Followers? Use These 6 Proven Strategies

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Instagram is one of the hottest social media platforms on the internet. With a focus on visuals and video, there is really no surprise that everyone is flocking to the social app that is owned by Facebook, and continues to put up brilliant numbers every month.

Not only is the platform fun and exciting for their users, but also for advertisers and brands on Instagram as well. With their advantaged targeting options, and billions of users from around the world — it’s a win-win-win situation for users, advertisers, and of course, Facebook.

Even with all of these benefits in place, there are still going to be some obstacles and lessons to be learned along the way. If you’re struggling to increase your Instagram followers and likes, that doesn’t mean you should completely give up on including Instagram as part of your social media strategy. It just means you need to adjust your approach so you can tap into the network of more than one billion monthly active users who are ready and willing to consume your content.

Use Automation

Instagram automation platforms, also known as Instagram bots, are designed to handle getting followers for you. Simply pick some usernames that seem like they are part of your target audience, along with hashtags you’d like to follow, and let the bot take over for you. You can also use the bot to handle unfollowing the people who don’t follow you back within a few days, so you can strike a good balance or ratio between followers and those you are following.

You can use automation to like posts, too, which should help automatically increase your following. And certain platforms make it possible to automatically post your Instagram photos to your account so you can keep a steady flow of new content coming in for your audience. Though it’s possible to automate comments and direct messages for engagement, there are many who caution against it because you want your engagement to be as authentic as possible.

Steal from the Competition

Take a look at the accounts you’re competing with. They’ve definitely got the same type of followers you’re looking for – so why not take advantage of that and look through the people who are following them. Use your automation tools to start following people from the competition’s accounts, and you’ll see that many of them will follow you back – as long as you’ve got the kind of content that will keep them interested.

By piggybacking off the work your competitors have done building their following, you can put yourself in a better position to compete with them much quicker than if you completely ignore this option.

Pay Attention to Your Posting Times

When you don’t have much of a following, you’ll just have to pick a random posting time, then pay attention to your Instagram Analytics to see how much of an audience you reached. That is, unless, you make use of generalized data available from other sources. This article from ShareThis highlights data from various sources to indicate the best days and times to post your content for maximum engagement.

Mondays and Thursdays are the best days to post any time of the day, other than between 3 and 4 pm. Some brands do well during the Monday morning commute, between the hours of 8 am and 9 am. Video content, however, should be posted between the hours of 9 pm and 8 am, because it seems people would rather watch those from home than the office.

But, depending on which study or data you use, you may find inconsistencies. For instance, another study found that Wednesdays between 2 am and 5 pm EST is the best time to post, while another found that you’ll get the most engagement on Wednesdays at 3:00 p.m.
Thursdays at 5:00 a.m., 11:00 a.m., 3:00 p.m., and 4:00 p.m., and Fridays at 5:00 a.m.

That’s why it’s important to experiment on your own, because your audience and niche may account for variations from this average or standard timing. As time goes on, you’ll be able to notice specific patterns as you vary the time of day you post.

Ideally, you should be posting at a time when most of your audience is online and there to interact with your post as soon as it goes live on your profile. The more interaction you get within the short amount of time after it posts live, the better the chance you have at landing on the Instagram Explore tab, which can help you explode your following, too.

Research and Use Hashtags

Hashtags are used to categorize content across Instagram and make it easier for people to find content based on topics. You’re allowed to use up to 30 hashtags per photo/video and encouraged to use them to make your content reach a wider audience. Research hashtags to see what kind of content is there – you don’t want to accidentally make a hashtag mistake or use a banned hashtag – and make sure there’s not so much activity your content will get lost quickly.

Use a variety of hashtags and see which ones appear to be bringing you the most traffic. Use a mix of general, brand specific (you create those!) and niche specific hashtags for good measure.

Geotag Photos for Improved Local Discovery

You can attach a location to each one of your photos and videos, which can help boost local discovery. This is particularly helpful for businesses that want to do local marketing. People search for content based on their location when they are looking for something to do where they are, or planning a vacation to an area. You can explore interest in local areas by hiding your own IP address and using a proxy or VPN to spoof local IP addresses.

Run a Contest

One surefire way to increase your likes and follows is to run a contest. Not only will this increase your following, but it will also help increase your brand awareness, which is key for gaining customers. Choose the type of contest you want to run, create a hashtag, choose a prize, set the duration and the rules, then promote the heck out of it, give away the prize, announce the winner, and repeat.

Using any one of these methods will definitely help you see an uptick in your follower count. Using more than one, or all of these methods – which you can do all at the same time, will speed up your results, allowing you to cover more ground in a shorter period of time.

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