What to do Take a short introductory course on Influencer Marketing at EPICSTARS Academy

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12. Dealing with negative reviews
One of the tasks of SMM is to expand your audience on social networks. However, the more famous your product becomes, the more negative reviews you will encounter along the way.

As Gartner research has shown , ignoring comments and questions on social media causes up to 15% of existing customers to churn. A Twitter study found that 69% of users who left a negative tweet change their mood to positive if the brand responds. Moreover, an analysis of tweets and reactions to them revealed that after a company responds to a mexico mobile phone numbers database negative comment, three times more users become “new payers” than among those who initially wrote positive words.

Negative feedback can be caused by:

unsatisfactory quality of the product itself (then it is worth taking this into account and improving the product);
the machinations of competitors and black PR (it is necessary to learn not to get emotionally involved);
human factor (the client is going through a bad streak in life, bought the product on the wrong day, or the buyer is a negatively disposed person);
haters.
The last type is the most unpleasant: haters get personal, discuss a person's family and physical characteristics, express themselves rudely and harshly with the sole purpose of hurting. This is also unpleasant because the haters' comments have no relation to reality, but like viral content they spread quickly and find those who believe.

This problem has its downside. If you have haters, congratulations - you are popular! Don't get emotional and ignore them if possible. No reaction is death for an envious hater.

Remember that your company's image is affected by how you respond to negative reviews on social media. Be polite, admit your mistake (if there is one), promise to look into it and do look into it, share the results, thank them for helping you improve your product, offer a discount - there are many options.