Once you have built a social media following, you will be dealing with customer feedback next. Know that not all reviews about your brand will be positive. Sometimes, you will receive complaints or negative reviews from your clients. Ignoring unfavorable comments on your social media profile will hurt your business and your reputation in the long term, if not immediately.
So how do you properly manage customer reviews? There are three ways to ensure that:
1. Make sure to check all your social media notifications.
If you get 40 or more notifications everyday, it can be hard to keep track of every comment on your page. But you still have to go through everything, even if it takes you several hours to do so. There might be a negative comment that needs to be addressed. Respond to the positive comments, too. Your clients and customers will be happy to know that their opinions—positive or negative—are being acknowledged and valued.
Analyzing reviews can be tricky because a seemingly neutral review can actually have negative sentiments. To help you analyze reviews accurately, use social media monitoring tools like Social Mention, Topsy, Me on the web, Ice Rocket, and IFTT. If you have the budget for it, you can also hire a brand intelligence agency to do the analysis for you.
2. Go outside your social media profile.
Be aware of what other people are saying on other sites about your brand, your products or services, and the people representing your brand. To track these online conversations, you can use social media monitoring tools or do a quick Google search of your brand.
Make sure you address the comments about your products or services accordingly so that your clients will not feel taken for granted. Doing so will also prevent negative feedback from getting out of hand.
It will be helpful to your brand if you create a list of sites where reviews about related products and services usually appear. Then refer to these sites to check for comments about your brand.
3. Be transparent with your audience.
When you are trying to build your brand, it can be tempting to hide negative reviews from your audience to save face. But hold that thought. These negative reviews can actually bring credibility to the feedback posted on your site.
If a social media profile has only positive feedback, readers might think that these reviews are planted and are not from real users. They might even think that you just bought likes for your page. After all, people have different preferences and needs, so it’s impossible to please everyone.
Thus, do not be afraid to show the not-so-good reviews on your site. It adds authenticity to your brand, making it more relatable to consumers. Just make sure the negative reviews you include are properly addressed in the comments section. You do not want your prospective clients to think that you cannot handle constructive feedback or you are purposely avoiding responsibility for a client’s dissatisfaction.