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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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How to Reach New Audiences on Instagram with Kicksta

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As the growth and reach of Instagram continues to grow, so does the need to have a suitable marketing plan in place for your website, brand, or online business. What was just once a simple mobile application that made it easy for friends to share photos and improve their online following, has now turned into one of the largest social platforms and marketing opportunities on the internet today.

With Facebook being the owners of Instagram, we all knew this was only a matter of time. As new marketing opportunities continue to come into fruition on Instagram, it’s now more important than ever before to make sure you have a massive following in place, while also focusing on content creation, paid ads, and remarketing as well — all of which, Instagram makes quite simple.

However, waiting around for organic growth and random followers to find your content is something none of us to have time for. A better solution is to rely on the powerful set of tools and features that are being offered through Kicksta.

Let’s take a look at this powerful social media marketing tool and how it can help grow your reach and business through Instagram in 2019.

What is Kicksta and How Does it Work?

Social media platforms make it easy to create content, connect with other people, and measure your progress and growth over time. More often than not, this can be done through simply looking at your follower and likes/shares numbers, or digging deeper into your paid advertising on a specific platform.

However, where many of these platforms lack, is in the ability to grow your reach over time, while also having more control over who you target demographic is and how to grow your follower count at scale. This is where a solution like Kicksta comes into play.

As we all know, follower numbers alone don’t count for much. They look nice on the outside, but if the engagement factor isn’t there, then you are just left with a big fancy numbers that makes your account look big — but only you, as the owner of the account, knows it’s real value.

Through the use of Kicksta, Instagram accounts can zero in on their target audience or a specific demographic by ‘liking’ content from these users, which then increase the reach and engagement, while not having to pull in a huge number of ‘fake’ follower accounts in the process. The benefit here is that when another user sees such engagement, they are a lot more likely to check out your profile and organically and genuinely follow your account back.

By using Kicksta’s automation tools, this method can be replicated and automated at scale to generated hundreds of new engagements and followers daily.

Don’t Buy Followers. Attract New Ones.

There are many platforms and solutions out there that will sell the service of providing thousands of Instagram and social media profiles to instantly follower your own profile. As mentioned earlier, this sounds like a great idea, but if the engagement isn’t there — then it’s just a number, and that’s all.

With more than 2,000 active Instagram marketers now using Kicksta, they want you to clearly understand how this process works. It’s not about buying followers or advertisements, but instead making real interactions with other Instagram users, and then gaining their interest and follow backs.

Through the use of Kicksta, there are no tricks or spammy methods in place that are making engagements on other accounts and removing them if the end user doesn’t follow back. This would be unethical and definitely against the terms of service laid out on Instagram.

Just like the concept of growing a mailing list or setting up a new ad campaign, you really only want targeted traffic and legitimate users clicking on your ads and joining your list. The same concept with Instagram and using Kicksta apply.

The objective is to appear as natural and organic as possible. Not just to comply with Instagram rules, but to also attract and engage with new audiences as well.

Once you create an account with Kicksta, you will be able to login with your Instagram account credentials. This will then provide you with all of the necessary information and account features in order to target the exact audience you are trying to reach. The “Creative” plan allows accounts to target up to 10 accounts who have a similar target audiences to what you are looking for.

A good example of this would be if you had a clothing line or a make up business, and you wanted to target fashion Instagram influencers and their followers. Since it’s quite likely the followers of these accounts would have an interest in fashion, they they would likely have an interest in what your brand has to offer as well.

Should you want to reach a much larger audience, the option is there to target up to 40 accounts, through the “Professional” plan. This allows for audience targeting based on gender, location, and hashtag.

As mentioned earlier, all “likes” and engagement will appear organic, thus leading to more authentic followers and engagement to your own account — which also freeing up endless hours of manual outreach and promotion in the process.

Making Your Way Through the Kicksta Dashboard

The concept of Kicksta is easy enough, and so is making your way through their login and dashboard area. Once inside, you can add and manage multiple Instagram accounts, but each will need to have it’s own associated membership plan.

The first step in this process is to connect and select your Instagram account. You are then given a quick overview where you can review all engagements from your most recent activity and accounts. This will show engagements made, best performing posts, worst posts, and more.

This can all be easily accessed and viewed within the main navigation area. You can also click to see all of your post activity, how many likes and comments they received, and the type of content and targeting Kicksta is looking for to best target your demographic audience.

The “Targets” feature shows all of your current targets and allows for the addition of new ones as well. This can be as straightforward as adding in new Instagram accounts to follow, or diving deeper into demographic and targeting features.

Overall performance, daily growth and conversion rate tracking is available as well. With such stats and features in place, it’s easy to split test results across different audiences and influencers on Instagram

Kicksta is an Ideal Instagram Automation Tool

As always, nothing is as simple as ‘set and forget’, but Kicksta does do a good job at coming close to it.

Kicksta doesn’t guarantee any type of performance results or how many followers you will receive, but they do provide the tools and features to make growth on Instagram possible — especially if you are willing to put in the time and effort to split test and target different audiences.

To learn more about what’s working best for other Kicksta users, be sure to check out the various case studies on their website.

With most marketing on the internet being a numbers game, it’s all about putting in the time and effort to master a process, and then scaling it over time.

Whether it’s influencer growth, retail sales, or a branding play, the Kicksta platform has the tool and features in place to deliver results and increase ROI in the process.

How Much Does Kicksta Cost?

Kicksta currently has two monthly pricing plans. Depending on the level of growth you desire and your budget, you may find that one fits your brand and marketing goals better.

You can see a side by side comparison of the two plans below.

The big difference between the two plans is that the Creative plan is at a lower price point of $49 per month and is limited to just 10 targets, while the Professional plan is just double the price, but offers four times the targeting limit.

Both plans come with a 14 day money-back guarantee — which are no questions asked, and you can cancel at any time.

If you are doing any type of branding or marketing on Instagram, give Kicksta a try and see how it works for you.

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Instagram Hashtags Strategy: 9 Ways to Grow Engagement on Instagram

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Instagram is all of the buzz lately. It’s where kids and audiences want to be, and where content creators and brand advertisers NEED to be.

However, Instagram is unlike any other website, search engine, or social media platform out there.

Having quickly approached well over a billion active users, the platform replies on images, videos, comments and hashtags to create content for their audiences. There is also little-to-no URLs and clickable links on the platform — except for in the author bio and through advertisements on the site.

With all of this in mind, a lot of time, work and effort needs to go into an effectively Instagram marketing strategy.

To help with this process, today we are highlighting a few of the best tools, working methods, and tricks to properly use Instagram hashtags, while reaching new audiences around the world.

9 Useful Instagram Hashtag Tools, Tips and Tricks

  • Use Relevant Hashtags Only

It might seem appealing for you to include a countless amount of hashtags, merely because they are slightly related to your niche. This might also make you think that you are reaching onto a larger audience, however this is often the complete opposite and just makes your content look like a spammy mess. Be careful to select on the necessary and high volume hashtags that are relevant to your audience.

  • Pinpoint the Hashtags Trends for Your Hashtags

If you want to find the best Instagram hashtags, then you need to dive down into smaller niche markets. You can do this by sorting through content manually on the platform, or by using a Instagram hashtags resource site that highlights the top hashtags trending for the day, or around specific topics. 

  • Consider The Strategy Used by the Leaders in the Industry

Now it may be difficult to come up with the perfect strategy to increasing your engagement overnight. In fact, the possibility of this happening is slim! This is why you should watch what the successful leaders in your industry do and try to implement the same strategies, see if they work.

  • Be as Specific as Possible

The reason why you should be utterly specific when it comes to choosing your hashtags is because this notably narrows down the pool of customers. This will make it easier for you to create a highly engaged audience. For example, if you had an axe throwing business and were looking for new customers, take a look at what other competitors in your area are sharing, and also see what hashtags they are using as well.

  • Use Hashtags in Captions and in Comments

Another highly used strategy is incorporating hashtags in captions and in comments. While they are not clickable, the use of a visual hashtag within your videos and images is always a good idea. This will further increase the visibility of your account, granted that you choose your hashtags most sensibly.

  • Consider Your Target Audience

Just as you always consider your target audience before creating an eye-catching Instagram bio, the same goes for hashtags. Hashtags ought to be customized depending on your target audience; otherwise, you won’t manage to achieve your targets.

In addition to creating customized content for your targeted audience, it’s also a good idea to start implementing video into your Instagram marketing strategy as well. When doing so, make sure each video is short, has some type of branding and call to action, and is also something that your audience will enjoy. If not, creating and launching such videos could backfire and just hurt your overall brand and social media presence.

  • Place Hashtags in Your Instagram Stories

Moving on to another tested strategy – namely incorporating hashtags in your Instagram stories. This increases the possibility of your account showing up to a new user, thus, potentially growing your engagement and your base of followers.

  • Incorporate Geographical Tags

Research points out the high efficacy rate of implementing geographical tags, as they do what you expect them to do: increasing your rate of engagement. You can include a location to any video or photo you post.

  • Create Your Own Hashtag

And finally, another approach that will most likely help you reach your goal is to come up with a hashtag of your own, something that is characteristic and representative of your account. Not only will this make for something unique and exciting of your own, it will also make the process of following relevant comments and Instagram updates from other people using your unique hashtag as well.

There you have it: Nine efficient ways in which you can increase the rate of engagement on Instagram by using hashtags sensibly. Remember, hashtags, if used correctly, are the key to growing your account!

If you would like to learn more about growing your Instagram following and improving your branding and marketing efforts, be sure to check out each of the articles below:

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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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