Responding to Negative Feedback on Twitter

The internet has given consumers the power of complaint as much as the power of acceptance. Unless your brand is made of fairy tales and magic, it’s unlikely that all the consumer feedback you receive on Twitter will be positive, at all times.

Dealing with negative feedback is really important and should be handled as strategically as your campaign itself.

Here are 5 ways you can respond to negativity on Twitter:

1. Respond Quickly - Responding quickly is easiest when you have “listening tools” set up for your brand and can help you find a problem before it gets to big to turn around. An immediate response also tells people that you care and that you’re striving to improve.

2. Respond Personally, not as the Company - Building personal relationships will carry you far and responding personally reminds the consumer that you’re more than a faceless brand. This will also help them to understand that you’re trying to help them.

3. Request an Alternate Method of Communication – It’s not always easy (or best) to deal with a crisis in 140 characters. Asking for an email address or phone number can help address the complaint with a personal twist.

4. Let Someone Else Intervene - If you’re having a hard time smoothing the situation over, letting someone else step in can help alleviate the pressure from both sides of the complaint. Sometimes it’s best to let someone else help you.

5. Know When Enough is Enough - Let it go and make it better. You can’t always win every battle and if you have haters, you probably also have people who love you (or your brand).

The biggest thing about handling complaints is learning from them and letting your complainers know that you’re working to better your company or brand to help avoid more problems in the future.

Read the full article here.

To develop a strategy to listen to your consumers through social media, contact a Dotfusion representative today.