{"id":4034,"date":"2023-11-21T11:13:21","date_gmt":"2023-11-21T10:13:21","guid":{"rendered":"https:\/\/exafutures.com\/?p=4034"},"modified":"2023-11-21T11:13:23","modified_gmt":"2023-11-21T10:13:23","slug":"how-to-manage-negative-reviews-on-social-media","status":"publish","type":"post","link":"https:\/\/exafutures.com\/en\/how-to-manage-negative-reviews-on-social-media","title":{"rendered":"How to manage negative reviews on Social Media"},"content":{"rendered":"\n

\u201cThere is only one thing in the world worse than being talked about, and that is not being talked about\u201d<\/em> as Oscar Wilde says. But in short, we don’t totally agree. In recent years, Social Media have assumed an increasingly important role in marketing strategies and one of the most important aspects is the management of customer reviews, both positive and negative.<\/p>\n\n\n\n

CURIOSITY<\/strong>: according to research conducted by Spiegel (How Online Reviews Influence Sales<\/a>), almost 95% of users who shop online check reviews before placing an order.<\/p>\n\n\n\n

But we are sure that more than once, while reading a negative review, you have asked yourself: why do people write them? This is explained to us by Trustpilot<\/a> (a leading online review site) which conducted some surveys by taking a sample of 1,000 consumers in Europe and North America and asking them why they write negative reviews.<\/p>\n\n\n\n

Here are the results:<\/p>\n\n\n\n

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In a nutshell, we find that the goal of consumers is always the same: to help future customers make better purchases. This certainly helps us realize that people do not always have bad intentions when writing negative reviews, on the contrary, often their intention is to help others.<\/p>\n\n\n\n

Having said that, it is obvious that none of us would like to receive negative feedback on our work, but then again, to make mistakes is human and it can happen to anyone. The important thing, however, is not to ignore them and be prepared to deal with them.<\/p>\n\n\n\n

From now on, step by step, we will examine how to deal effectively with negative reviews on social media and how to turn them into opportunities to improve your brand reputation.<\/p>\n\n\n\n

In the meantime, before we look at the different points to follow, here is a infographic (kindly provided by Digital Giants<\/a>) that may come in handy.<\/p>\n\n\n\n

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Ok, having said that, let’s go and analyze the points to follow:<\/p>\n\n\n\n

Constantly monitors<\/h2>\n\n\n\n

One of the first rules to follow is to constantly monitor the Social Media on which you are present and the platforms where you can write reviews. Being up-to-date and aware of customers’ opinions about your brand is essential to respond in a timely manner.<\/p>\n\n\n\n

NEVER delete negative reviews<\/h2>\n\n\n\n

We know that it may seem tempting to delete or simply ignore a negative message, but bad news: this is not the right way to go. Rightly, however, you may be wondering why they cannot simply be deleted. And we are here to explain it to you <\/p>\n\n\n\n