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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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3 Simple, Yet Effective Paid Facebook Ads Strategies for Beginners

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Social media is everywhere. Whether it’s Twitter, Instagram, Facebook, or any of the smaller platforms in between, it’s become one of the most effective ways to build a following, reach new audiences and also putting marketing dollars to good use.

That is… if you know what methods to use, and which others to stay away from.

While the concept of social media marketing is nothing new, don’t forget that millions of new people are going online for the first time, and thousands of entrepreneurs are launching businesses online for the first time — both of which are going to want to get active with social media.

If you want to reach new audiences and generate leads, paid social is the channel you need to be using. But without the right training, paid social can be a tough medium to crack. If you’re new to paid advertising, there are some important things you are going to need to know.

One such example is the clear difference between Facebook Ads and Google Adsense, which might not be so clear to newbie marketers or anyone going live with their first online ad campaign. Neil Patel does an excellent job in explaining the differences between the two in the video below.

Facebook Ads vs. Google Ads is just one example of something that should be obvious to marketers and site owners before spending money online and playing around with social media. Here are a few other tips, tricks, and marketing methods to consider as well.

Boost Posts

If you already have a Facebook page set up for your business, then the easiest place to get started with paid advertising is by posting your top performing posts. This tactic requires minimal effort and training, and will help expand your reach beyond your existing fan base on Facebook.

There has been some debate for many years now on which advertising method is best; Boosts vs. Promoted Posts. However, for most brands and site owners that spent money on ‘boost’ campaigns, they usually didn’t see the ROI they were looking for.

To implement this strategy, take a look at your Facebook post timeline and identify organic top-performing posts – posts that got a lot of engagement (likes and clicks) naturally. Select the “Boost Post” option in the lower right hand corner. From there, you can select a goal for your boosting, like Engagement or Website Visits, and also do some audience targeting to reach new people. You can choose Location, Age and Gender to help Facebook find the right people to show your post to.  

“Boosting” a post is extremely easy and you can make it fit any budget. However, just because it’s easy, it doesn’t mean you should do it. A better example would be to still use Facebook, but to focus more on custom audiences, remarketing, and targeting your ads towards existing mailing list subscribers and site visitors — which are all possible through the Facebook Ads platform.

Try a Link Ad

Link Ads are one of the easiest Facebook ads to set up for beginners. These types of ads look like a regular Facebook post that you posted to your Facebook page’s timeline, and will help you reach people who aren’t your fans. This type of ad works best for driving traffic to a blog post or a landing page.

The benefit here isn’t just that they are easy to set up, it’s also that they blend in with the regular content on Facebook Ads, which allows marketers to see much better results and engagement if they are willing to put in the time and effort. You can see an example of one of these ads below, and also explore the many other types of ads on Facebook here.

To set up this ad you will need to create: ad copy (post copy, link title, link description), image, call to action and a link.

Experiment with Video

Facebook is becoming more and more of a video platform, so, especially if video is already a part of your marketing strategy, you should experiment with Video Ads on Facebook. Videos are a unique and memorable way to reach new audiences. Videos also autoplay in the Newsfeed, which increases the likelihood of users seeing and absorbing your content.

Video is so attractive right now because everyone is consuming it. For brands with a lot of money to spend, Facebook Video Ads are perfect for not just increased branding, but also real views, engagement, and ROI as well. Take a look at some of the most active brands using online video through Facebook Ads.

When you set up a Video Ad, make sure you set up a call to action (like Learn More, Buy Now, etc) at the end of your video through the Power Editor. In addition, make sure you include subtitles, as many Facebook videos are watched without sound.

Set up Retargeting

Once you start running Facebook ads, your site will start receiving more traffic. You want to make sure you’re taking advantage of this traffic and these new visits, and a great way to do this is by implementing retargeting. Retargeting captures the digital information of your site visitors, and then follows their “digital footprint” around the web so you can continue to serve them ads and stay top of mind. So if they don’t convert on their first visit to your site, you drastically increase their chances of converting down the road.

Retargeting is now being used by more businesses and brands today than ever below. This Facebook Advertising Agency in London had the following to say about Facebook Ads and the continued support for retargeting campaigns:

“If you’re looking for exposure, Facebook is hard to beat. On a daily basis, you’ve got access to over 1 billion users – with a lavish spread of demographics within. What’s more, the average Facebook user checks the service five times or more during their day – so it’s the perfect platform for building brand awareness. Facebook allows advertisers to create custom audiences for their paid campaigns. Often, this will mean people retarget users who have expressed a prior interest – or have signed up to email marketing. Your advertising can now follow your customer’s online footsteps. Traffic leaving your page or site no longer represents a missed opportunity either – with Facebook retargeting, it could be the first part of a person’s journey toward becoming a customer – and can be exceptionally powerful when tied to your broader SEO, PPC and social campaigns.”

While this might not make perfect sense to a new marketer or brand setting up their first ad campaign, it will after a few quick examples. You can also take a look at the retargeting graph below to see a visual on how this multi-step process works.

Retargeting can be a bit trickier to set up, so be sure to research a few resources online and walk through the steps to make sure your Facebook Ads account, pixel placements, and ad copies are all in place for optimal testing and ROI.

How to Grow Your Business and Brand through Paid Social Media Efforts

With more than a billion active sites on the internet today, and more than three billion users spread across social media, it’s important to know what you are doing before getting started. This is true with all online advertising and anything that requires a decent amount of investment.

Be sure to run through each of the Facebook Ads methods above, and also consider these expert social media tips.

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Want to Get Famous on Social Media? Famoid Can Help.

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Social media users across the globe are preoccupied with getting more visibility. If you use social media to promote your business, increasing your traction on social media is even more important. Finding ways to increase visibility can pay lasting dividends for your online branding strategy.

When you increase engagement with your content on many platforms, it will rank higher in the feeds of your followers. This obviously translates to even more visibility. If you have a well thought out approach to boost engagement of your content, visibility can increase exponentially.

With over five years of experience in the industry, the experts at Famoid understand this very well. They developed a platform to significantly increase visibility and engagement for a very reasonable price. They help their customers increase engagement statistics and followers on Twitter, Facebook, YouTube, and Instagram.

Using Famoid to Grow Your Social Following Fast!

We all know that social media is extremely important and that there are now more than three-billion users spread across all of the major social platforms on the internet today. With this in mind, one might think it’s easy to grow a following with so many users out there. While it is possible to organically build a large following, there are also plenty of distractions and clutter from other social accounts you will need to navigate and scale above as well.

This is where a solution like Famoid.com comes into play. Instead of just relying on organic reach, there are online advertising and social connection platforms that can help grow your following at a much faster pace.

Famoid was founded in 2017. In just one year, the company has provided nearly 42 million real followers and over 34 million likes to its customers. The service is completely legal and makes sure that engagement statistics look natural on social media sites.

Here are some of the main benefits of using Famoid.

Safe and secure

There are a number of sketchy services that claim to help you boost your social media engagement. Many of them require you to share your social media passwords. Unfortunately, they may not keep your credentials secure, which can leave you vulnerable to hackers. They may also require you to use a credit card to make payments, which does not always use the best encryption. Since there have been so many security breaches over the past couple of years, this isn’t a risk that you will want to take.

Famoid does a much better job of protecting your security. The service does not require you to provide your password. You can simply share the URL to the profile that you want to promote and Famoid will take care of the rest.

You can also make all payments through PayPal or SafeCharge, which nearly eliminates the risk of fraud.

Instant delivery ensures better visibility for your content

Famoid usually processes orders within five minutes and delivers your likes or followers within 10 minutes. Their prompt delivery isn’t just important for providing instant gratification. According to experts that analyzed its algorithms, Instagram appears to rank content more highly if it gets great engagement within the first half hour after it is posted. Facebook and Twitter appear to work the same way. Using Famoid to increase engagement as quickly as possible is crucial to boosting visibility in the content feeds.

Again, this is something you can work on manually — but it’s also something that will take a lot more time than you originally may have planned for.

Organic results

Buying fake followers or likes is very risky. Facebook has been banning them since 2015 and is getting better at it every day. Other social media sites have followed suit.

Many other services clearly use bots and fake accounts to boost their customers’ engagement statistics and follower counts, which puts their customers at risk. Famoid delivers much higher quality results. They promise real, organic followers and likes from active accounts. This is very important for a couple of reasons:

  • These followers have real followers of their own, which helps you get more traction from your investment.
  • Social media websites are becoming more adept at detecting fake accounts and penalizing people that use them to increase their social metrics.
  • Many social media users look carefully at the followers and social media likes of accounts that they follow. They will stop following you if you buy fake followers or likes.

Since you are getting organic likes and followers when you use Famoid, the results will be much more sustainable.

Exceptional Customer Support

I have yet to see a social media promotion company that offers better Customer Support than Famoid. Their team is available 24 hours a day, seven days a week. All customer service representatives are familiar with the nuances of the platform, so they can provide excellent feedback.

Automated Instagram deliveries

You don’t need to manually request more Instagram followers or likes. Famoid has an automated system in place to help replenish them if you start losing traction. If you begin losing Instagram likes that you ordered, he will start receiving additional transmissions within 24 hours.

Full transparency

You will feel much more comfortable working with a company that is highly transparent. Famoid shares their corporate address and lets customers know where they can go to visit them. You can even their business location from Google Maps. This is far more transparency than most other social media marketing services offer.

How much does Famoid cost?

Famoid is one of the most cost-effective platforms for increasing your organic social media engagement and follower statistics. Here is a quick summary of their pricing model.

Instagram followers or likes

There are four pricing models for purchasing Instagram followers. The cheapest option allows you to purchase 100 Instagram followers for $2.95. The highest priced plan allows you to buy 25,000 followers for just $99.95. If you go with the premium option, you are paying a fraction of a penny per follower. The cost for Instagram likes is the same as followers.

Facebook likes

Getting Facebook likes is also very economical with Famoid. Again, there are four different pricing plans. The cheapest allows you to buy 500 likes for $8.95, while the most expensive plan gives you 5,000 Facebook likes for $44.95. The cost for likes is the same, whether you are buying them for your profile page or a specific post.

Twitter retweets or followers

The Twitter service doesn’t appear to be active right now, but Famoid might launch it again in the future. The pricing structure for Twitter retweets is still listed on their site and is identical as the one for Facebook likes. The cost for buying Twitter followers is also the same.

YouTube subscribers

You will pay more for YouTube subscribers than any of the other plans, but that is only because of the difficulty building a base of real, organic followers. It is still a very affordable option, even compared to companies that sell fake followers. The cheapest plan lets you buy 500 YouTube followers for $59.95. The most expensive plan lets you buy 5,000 subscribers for $289.95.

Famoid offers a huge ROI for brands trying to increase their social media presence

If you are trying to scale your presence on social media, Famoid is a great option. You will be paying for real likes and followers that offer lasting results. The price structure is amazingly low for what you are getting.

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5 Expert Guides on How to Rank YouTube Videos on Google

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Want to rank your YouTube videos within Google? Sure, we all do… but the truth is that most people think of the concept, but never actually put the idea into action. YouTube gets billions of page views every months and it’s making plenty of millionaires in the process. YouTube is also owned by Google, which means it’s likely you can rank video content from their site all the way to the first page of Google easier than you might be able to rank your site.

So what’s the big secret to ranking your YouTube videos on Google? Well, there are plenty of theories and methods out there — such as embedding videos within your blog content, using transcription to increase on-site (video) SEO to your page, linking back to your YouTube video through various sites and using a variation of relevant keywords.

Now the big question is… what works and what doesn’t? Well, if we all knew that, we’d all be ranking on the first page of Google, wouldn’t we!

While I’m in no way an expert at ranking YouTube videos within Google, I am pretty good at finding some of the best resources out there to help you along the way.

Follow These Tips to Rank YouTube Videos on Google

Each of these guides are unique in their own way, but most follow the same formulas of creating high quality video content, using text within your video descriptions and ultimately sending backlinks to your YouTube url. Be sure to visit each of the sites as they have unique content, videos, infographics, examples and guides.

YouTube SEO: The Ultimate Guide

Brian Dean of Backlinko.com is always coming out with excellent guides on how to build backlinks and rank higher in the search results. His guide on how to rank videos in Google is probably one of the best out there, as he goes into a lot of detail on how to find the right keywords to target, setting up your video title, description and YouTube page correctly, while also covering the many different ways you can embed video and get backlinks to help you jump to the top of the search results.

Backlinko SEO Video Strategy

Case Study: How to Rank YouTube Videos on Google

Everyone loves a good case study, and this one is no exception. This guest post from Vinay Patankar on SEMRush walks us through the process of why hitting your target audience with video is such a great opportunity. Vinay also goes on to show many of his different rankings in the search results and how he got there through ranking his YouTube videos. Vinay also covers video optimization, keyword rankings and off page optimization while also providing a big list of resources for building quality backlinks back to your YouTube page.

How to Rank YouTube Videos on Google

How to Rank on the First Page of Google Through Videos

Neil Patel is another SEO expert who took the time to create a guide on how to rank in Google through the use of YouTube videos. In this 7-step video ranking guide, Neil walks through the process of ranking a video by starting with the most basic steps, such as uploading a video to YouTube, embedding the video on your site, adding content around your videos and ultimately focusing on your SEO and backlinking strategy. While this guide is less advanced than others mentioned, it’s still a great guide and I highly recommend reading through all of the blog comments and questions as well.

Brian Dean also created a follow up video on how to rank videos in Google through the QuickSprout University course.

How_to_Rank_on_the_First_Page_of_Google_Through_Videos

The Ultimate YouTube SEO Guide – Infographic

As fun as several thousand word guides and tutorials are to read, sometimes it’s better to get a visual look at how things work. In this infographic created by Sean Si, we get to see why video is so important and the break down of how to properly create your video content, while also focusing on your user engagement afterwards. This infographic covers a lot of the quick tips, tricks and takeaways that the other guides recommend, but without the massive time required to read through all of the filler content.

Youtube_SEOHacker_Rankings

9 Hacks to Rank YouTube Videos in Google

Ryan Stewart is a digital marketing psychopath who put together a nice 9-part hack series on how to rank your video content within Google. This quick read (because it’s broken up nicely), shows a lot of great examples and gives actionable tips such as creating your own custom thumbnails, knowing how long to make your videos and how to utilize playlists and getting your YouTube channel page to work for you. Also be sure to check out Ryan’s 8 video ranking tips on SocialMediaToday.com as well.

9_Tips_to_Rank_YouTube_Videos_in_Google_-_Video_SEO

YouTube SEO: 7 Powerful Secrets that Work Great in 2018

No matter either you’re new to YouTube or struggling with ranking your videos for long time, BlogRex’s YouTube SEO guide covers well researched and actionable tips to rank higher. From on-page SEO’s perspective of video optimization to off-page video SEO and then easy video promotion, everything on one page. This guide specifically tells you how exactly audience retention is connected with video ranking and how to get better at this. It’s not only for YouTube, but also for ranking on first page of google with the help of proper keyword targeting and research.

The Answer to How to Rank YouTube Videos in Google

I’ve provided you with some of the highest quality content and guides on the internet for learning how to rank YouTube videos on Google. At the end of the day, it’s going to come down to multiple factors to rank you videos on page one, but the three big takeaways from each of these guides are;

  • Video content (engagement)
  • Video embed (more views and content)
  • Links to YouTube Video (backlinks)

Another lesson that all of the guides preach, is to focus on the quality of your videos and to provide value. While it might be easy to create a bunch of low quality videos and hope at least one of them ranks, it would be much more beneficial to create one super high quality video and spend all your efforts on creating that one video.

Be sure to reach through each of the guides above, but their recommendations into action and start ranking your videos on Google!

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