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3 actions to handle negative feedback and controversies in social media

Navigating through crises on social media requires finesse and strategic thinking

Author

Matthew Curtis
May 13, 2024

Here are three best practices for handling negative feedback and controversies like a pro:

1️⃣ Swift response and acknowledgment 📨 

Respond promptly to negative feedback and acknowledge the issue publicly. For instance, reply to complaints within hours and offer to resolve the matter privately, showing proactive engagement.

Example action: If a customer expresses dissatisfaction on social media, reply quickly, acknowledge their feedback, and offer assistance in resolving the issue through direct messaging.


2️⃣ Transparent communication and updates 🔈️ 

Communicate openly throughout the crisis, sharing updates on steps taken to address the situation. Be transparent about mistakes, if any, and outline your plan of action to rebuild trust.

Example action: Post a public statement addressing a controversy, share factual information, acknowledge any errors, and provide regular updates on the progress of resolving the issue.

3️⃣ Empathy and customer-centric approach 🤝 

Show empathy towards affected individuals and prioritize their needs. Apologize sincerely for any harm caused, offer solutions or compensations, and actively listen to feedback to prevent future issues.

Example action: If a campaign receives backlash, publicly apologize, offer solutions to affected parties, and demonstrate a commitment to learning from feedback to improve future initiatives.

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