Negative User Feedback: To Respond or Not?
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Transcript of Negative User Feedback: To Respond or Not?
![Page 1: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/1.jpg)
Negative Online PostersTo engage or not to engage?
That is the question.
![Page 2: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/2.jpg)
So you’re doing a daily checkup on
various platforms,
fielding questions and
interacting with
customers.
![Page 3: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/3.jpg)
When all of a sudden…
![Page 4: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/4.jpg)
A user comments
with negativity and a poor
review of your brand.
And he/she probably looks a little like this
guy.
![Page 5: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/5.jpg)
Relax.
Take a moment to analyze the
comment.
Don’t respond without thinking.
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Because…
![Page 7: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/7.jpg)
Handled properly,
your customer could end
up like this:
![Page 8: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/8.jpg)
BUT handled
incorrectly, your
customer is still going to look like this
guy:
![Page 9: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/9.jpg)
If you’re committed
to having an online
presence, it’s your duty to
respond to users, in
most cases.
![Page 10: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/10.jpg)
Our advice:
Reply once, keeping the response short and sweet.
“We apologize that you were dissatisfied with your project. Your satisfaction is very important to us. Please call us directly at (555)555-5555, and we will do our best to
address your concerns.”
Example
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When not to engage:
If a comment or review is so outrageous that it is simply unbelievable, the best course of action may be to not respond at all.
![Page 12: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/12.jpg)
In the end?
![Page 13: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/13.jpg)
Kill ‘em withkindness
![Page 14: Negative User Feedback: To Respond or Not?](https://reader035.fdocuments.in/reader035/viewer/2022081413/5491c068ac79592f288b45f7/html5/thumbnails/14.jpg)
Takeaways:
Resist the urge to argue your point
Focus your effort on making the poster feel that their concerns are being heard
The goal is to get the conversation off-line, which is exactly what you want to happen