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How to Deal With Negative Comments on Social Media [+ Examples]

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How to Deal With Negative Comments on Social Media [+ Examples]

While brand-bashing is nothing new, the internet and social media platforms make the comments from these meanies even more lasting and impressionable.

And because some social networks like Yelp and Twitter make it easy for people to set up fake profiles, the anonymity that people can achieve on the internet makes some more comfortable with losing all sense of decency, respect, and good manners.

So what’s the best way to deal with the negative comments that crop up from time to time? Let’s find out.

Let’s discuss these strategies in detail.

1. Respond to the comment as soon as possible.

Don’t delay. Don’t let negative comments linger. The more time you let them go unanswered, the more time others have to see that someone has complained and you haven’t responded.

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Instead, address negative comments as quickly as possible to prevent them from bubbling up into something potentially more damaging. A negative post on your Instagram post or a tweet at your company’s Twitter account, for example, is much less of an issue than a nasty blog post, which can have a much longer-lasting effect.

Responding quickly will show the naysayer you’re listening, and you care. It will also alert others of your dedication to your community members.

2. Be apologetic.

If someone is complaining about your products, services, or anything else, say you’re sorry. It doesn’t matter if their complaint is warranted or not; you’re better off taking the “customer is always right” approach.

It doesn’t make sense to get in a public cage match over just one complaint, and others will respect you for apologizing upfront. If the person you’re dealing with is complaining over something silly, others will realize that, too, and won’t think anything of it.

3. Discuss the problem privately.

React publicly first, then take it privately. For example, if someone is being particularly difficult, take your communication with them to a private channel.

First respond publicly, whether it’s via a tweet or a comment on their Facebook wall post, and then send them a private message so you can chat with them over email or the phone, explaining to them you’d like to discuss the matter in a way that offers them a more personal experience.

This way, you give them the attention they’re vying for without making your interaction public for all to see.

4. Appreciate their feedback.

Treat complaints as constructive criticism or feedback. Sometimes that’s all they are. People want to be heard, and they want to know they’ve been heard.

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So after you’ve apologized for their unsatisfactory experience, let them know their feedback is appreciated and that you’ll seriously consider their suggestions for improvement.

Then actually follow through. Send their feedback to your product team or the appropriate person within your organization. By responding to negative feedback, you can turn angry customers into happy, loyal ambassadors.

5. Ask them how you can help, and help.

If the comment you’re dealing with is blatantly offensive and lacks context, tell the commenter you’re sorry they feel the way they do and ask them how you can help make the situation better.

Then, one of two things will happen: They’ll reply with something you can actionably deal with, or they’ll be so taken aback that you replied and have nothing more to say. Either way, you’ll have responded tactfully.

6. Don’t delete all negative comments.

There are some times when it’s fine to delete negative comments. For example, if they use offensive language or are commenting off-point, there’s no danger in deleting the comments.

However, if they have genuine complaints, deleting their comments is a huge mistake. Those with legitimate complaints can be incensed by your censoring, and remember, current and potential customers are also watching. If you delete their comments, it’ll look like you’re hiding something which isn’t good for your brand.

7. Pick your battles.

Some people make noise just for the sake of making noise. They’re attention-seekers, and they just want to stir up some controversy.

It’s important to decide what’s worth responding to. Does this person have a following? Are other people responding to what they’re saying? It’s essential to keep these people on your radar and monitor what they’re saying, but it might not always be worth engaging with them.

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Here’s what each type means and tips on how to handle them.

1. Customer Complaints

These are the most common negative comments you’ll receive and the most important of the four. As the name indicates, these comments are from customers that have problems using your product or service.

How to respond to complaints:

You should respond swiftly to all customer complaints. Apologize for any inconvenience, verify the problem, and offer customers a solution.

2. Trolling

Trolls are the bane of social media, especially Facebook and Twitter. These people (or robots?) just want attention and cause problems for you. Their outrageous comments are oftentimes untrue and intend to get other people riled up. This, in turn, detracts from your social media posts and redirects attention onto themselves and their ridiculous comments. Unfortunately, they aren’t genuine customers with real complaints and are pretty annoying.

How to deal with trolls:

Engaging them might be your first reaction, but that’s exactly what they want. So, once trolling has been identified, ignore the comments altogether.

3. Malicious Comments

Comments that contain profanity and offensive language fall into this category. This goes a bit further than trolling – malicious comments are mean and insulting and may attack your brand or the character of your staff or leadership. The intent of malicious comments is to inflict emotional distress on your team.

How to deal with malicious comments:

Have clear rules of engagement and enforce these rules. For example, you can have a “no profanity” rule and enforce it by deleting any comments that contain them. Repeat offenders can be reported and blocked.

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4. Threatening Comments

These comments harass or threaten your social media team, leadership, or staff. They may even target customers and other followers of your social media accounts. Threatening comments are typically violent in nature — physically, emotionally, or otherwise.

How to deal with threatening comments:

You may be tempted to respond to threatening comments by sharing your boundaries as a brand or even informing the commenter about the terms of use of the social media platform, but it’s best to refrain from engaging. Hide the comment if you can, then, screenshot the comment and report it to the social media platform, local authorities, and your legal team.

Snappy Responses Wins The Battle, But Kindness Wins The War

It may feel good in the moment to make a snarky comeback and put a troll or negative person in their place. But the majority of the time, it’s just not worth it to respond.

You can stay on top of negative comments on your social media pages by using the tips we’ve provided in this post. You can also create a social media crisis management plan to help you turn nasty comments into positive PR.

Editor’s note: This post was originally published in July 2011 and has been updated for comprehensiveness.

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MARKETING

What You Need to be Doing NOW to Get Your Shop Ready for Black Friday

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What You Need to be Doing NOW to Get Your Shop Ready for Black Friday

Did you know that 130 million users use Facebook and Instagram to discover sales and buy products during Black Friday weekend alone? 

This means that setting your shop up for success is an excellent way to attract all shopaholics into your business and make serious money. But, with so little time, how can you know what you’re supposed to do? 

Well, after talking with Meta experts, I’ve put together an easy-to-follow checklist with everything you need to do AHEAD of Black Friday if you want your Instagram or Facebook Shop to be a huge success this holiday. 

So read on, and start planning now!

11 Things you need to do to get your shop Black Friday ready

The key to a successful Black Friday is reaching the right audience with the right products. In years past, this meant a well-placed ad in the local newspaper or a spot on the radio. But today, the best way to reach potential shoppers is through social media. And of all the social media platforms out there, Instagram and Facebook offer the best buying experience. 

Facebook and Instagram Shops provide an easy way for businesses to showcase their products and reach a wide audience, and offer a convenient way to browse and purchase items with just a few clicks. Plus, since most users are already using these social media platforms *we’re talking about more than 3 billion*, it has become a natural way to shop. 

So if you’re a business owner looking to take advantage of Black Friday, setting up an Instagram or Facebook shop is a must, and here are the best tips to do so: 

1. Start planning your holiday strategies if you haven’t already

For many businesses, Black Friday is make-or-break time, when they can either turn a profit or end up in the red. That’s why it’s so important to have a solid plan in place for dealing with traffic. 

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By mapping out a strategy beforehand, businesses can avoid being overwhelmed by the high demand and ensure that everyone has a positive experience. This means, planning your offer and deals ahead of time, placing your ads budget, doing product inventory, organizing customer service, etc. 

Regarding offers, Instagram and Facebook Shops allow businesses to set up coupons and discount codes during checkout, and timely offers to display their deals. Offer parity with your site is key. So be sure to review #7!

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2. Update your Meta Shop banners 

In order for retailers to lure customers into their shops, they need to make sure their signage is up-to-date and eye-catching. This is especially true for banners, which are the first thing people see when hunting for good deals and promotions. 

A well-designed banner can help to create a sense of urgency and excitement, convincing shoppers that they need to act now in order to get the best deals. These act as hero images from a traditional site, but for your Instagram Shop.

Additionally, they can be used to highlight specific sales or promotions, making it easy for shoppers to find the products they’re looking for. After all, what good is a sale if no one knows about it?

So if you’re looking to make the most of this busy shopping day, don’t forget to update your social shop banners with eye-catching designs. It could make all the difference in attracting customers to purchase in your store.

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3. Make your organic media is shoppable

Facebook and Instagram Shops allow you to tag a product every time you post a picture, reel, story, or video. This is especially relevant because it drives users from an organic publication to your shop where they can check all the information about the item they’re interested in. 

Plus, tagging can give you clean insights to how they’re interacting with products and creatives. 

Hat tip: Did you know that you can tag your products in the description of your feed posts? No more using ‘link in bio’ in your copy for your organic posts. Use the @ symbol and choose ‘products’, once you have found your product select it and BAM, your product is now linkable in your Instagram post’s description!

4. Set your products up for success

Each product description should contain anything and everything a user needs in order to buy. This includes: 

  • Engaging and informative product descriptions

Standing out from the crowd of sellers can be especially hard during the holidays. However, a great way to do that is to make sure your product descriptions are clear, concise, and compelling. 

No matter if you’re selling clothes, accessories, or home decor, a good product description will tell potential customers everything they need to know about a product, including its features, benefits, etc. Plus,  it should also be engaging, so that shoppers are tempted to click “add to cart”, so don’t forget about the call to action and use strong and convincing language to urge the buyers to take your deal. 

Be sure to exclude urls in your product description because it’s not allowed. Keep your product descriptions centered on benefits and remember, users often have 1-3 seconds to evaluate the efficacy and interest in a product from a product description.

Images that are well-lit and clearly show the product details can be the difference between a customer clicking “add to cart” or moving on to the next item on their list.

For Instagram and Facebook Shops, images need to be at least 500×500 pixels. Additionally, it’s important that you include more than just one image and focus on features. 

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Extra tip: according to Meta experts, if your product is in the lifestyle category, detailed product images can help you increase your possibilities of making a sale by 6-8%. 

Extra extra tip: Include an image of a customer’s selfie with the product. Showcasing real customers using or holding your product makes a big difference with your conversions.

  • Include price, availability, and sizes

No one will buy anything from your shop if you don’t have this information! So check your products and make sure that all of them include the deal price, pieces in stock, and sizes (this one applies only for items that are in categories like: Clothing Accessories, Newborn & Baby Fashion Accessories, and Costume Accessories)

Regarding sizes, you can (and should) add a size chart to help users feel confident in the purchase decisions and potentially reduce return rates. 

Bear in mind: July 2022, Meta changed the basic information each item showcased in their shops needs to have in order to be displayed, so click here to discover everything your products need to have!

5. Update your catalog

An outdated catalog will make it difficult for them to find what they’re looking for, and they may decide to do their shopping elsewhere. 

So, it’s important that you check and update your catalog to display all the products that are on sale to help your customers make important purchase decisions and drive sales. 

Taking this into account, your catalog should: 

  • Have all the products displayed with their variants
  • Include product details: complete all data fields (materials, ingredients, multiple images, videos, and size charts where applicable)
  • Be maintained: update collections with new items and inventory quantity. Regarding this, you can use Meta Pixel to automatically update your catalog and reduce operational load. 

6. Enable checkout on Facebook and Instagram Shops

Redirecting users to your own website or another platform in order to complete a sale is inconvenient and can lead to lost sales. So, it’s HIGHLY recommended that you set up your shop with checkout, if you’re allowed,to help potential customers discover and buy your products on one platform. 

**For eligible stores in the US, all fees are waived through the end of 2022 for enabled checkouts.

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Onsite checkout can be set up in Commerce Manager and it’s available for US shops only; it will give insights into shopper demographic and full-funnel conversion data which, in return, can help you optimize your campaigns. 

7. Offer Parity

An Instagram or Facebook Shop is an extension of your store, but in a more consumable form that doesn’t require users to go from a place to another in order to buy something. This means that both should offer the same data: from prices and deals, to contact information and banners. 

Why? Because some people may find your social shop and make their purchase there, meanwhile others would prefer to go to your website to get more information about you, so offer parity is a must if you want to build trust with potential customers. After all, no one wants to find mismatched prices!

8. Enable product reviews 

By reading reviews, users can get an idea of what other shoppers thought of a particular item before they make a purchase and it can help them make informed decisions. That’s why they’re a key player when it comes to driving sales during Black Friday. 

Regarding this, US shops with onsite checkouts have access to ratings and reviews and can manage them in Commerce Manager, which will allow you to check customer feedback and answer them. 

Remember this: you need to have a shop with onsite checkout to enable product reviews and ratings. 

Moreover, it’s possible to import reviews from 3rd parties! For now, Yotpo and Bazarro are active, meanwhile, Okendo and Stamped.io will be available with the reviews section in the next quarter. 

9. Don’t forget about user-generated content

User-generated content has the added benefit of being more authentic and relatable than traditional marketing materials. It’s this human element that can be critical in helping persuade undecided shoppers to make a purchase. In fact, UGC drives a 9% increase in CTA clicks for buy now or view on the website

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During Black Friday, this type of content can be a valuable tool for helping brands connect with consumers and build trust, so it’s important to include it in your strategy. 

For this, you can use images and videos of different customers using, wearing, and loving your products or provide buyers with information like “how to use” or tips that can help them make the most out of an item. 

If you go to the UGC section of your commerce account, you can find UGC that’s ready for potential use in your stories and in your Meta Shops. You can find any images that tagged your handle or used one of your branded hashtags. When you find images that you’d like to use, you can send a request to that user’s profile for permission of usage of that media in your store.

It’s really that easy!

10. Leverage Shopping Ads and Catalog Ads

Instagram shopping ads allow businesses to showcase their products directly in the Instagram feed. 

By tagging product photos with relevant information, businesses can create ads that include pricing, product descriptions, and a link to purchase the product. These ads are designed to be highly visual and engaging, and they provide a convenient way for users to learn about and purchase products without ever leaving Instagram. 

On the other hand, Advantage+ Catalog Ads are a must-try for those businesses that have a large catalog of products and don’t want to be bothered by having to create a different ad per product. Instead, this type of ad helps you to create one campaign for all your products and show it to people that are interested in even one item from your catalog by creating an individual ad. 

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By integrating Catalog and Shop Ads into your paid media plan for Black Friday, you can attract possible customers and take them through your sales funnel all in one platform. 

If you’re not familiar with these types of ads, you should start experimenting and scaling them as you see fit from now on! Also, don’t forget to set up your CPA!

*** Black Friday ad ramp up should begin by September 20th. October 15th is the BIG day when everyone enters the Meta Ads marketplace and auction pressure increase***

11. Prepare your customer support service

Answering questions from possible customers in less than 24 hours increases their possibility to make a purchase by 50%, that’s why it’s important to invest in effective customer service to help users get a clear understanding of your business and build trust. 

With Facebook and Instagram Shops, you can get an email every time someone asks specific questions and reply by using the feedback tag on Commerce Manager. These replies become publicly available helping future customers see that social proof to make better buying decisions.

However, this feature is only available if you have enabled checkout and are an admin to the commerce account.

When should you start?

The peak of users eager to get Black Friday deals starts from October 15th to the big date *yes, more than a month before Black Friday*, so it’s crucial that you start optimizing your Instagram and Facebook Shops ASAP. 

And, if you feel like this long list may overwhelm you and already give you a headache, at Mongoose Media we have a team of experts that will take this task from you and make the most out of your shop to go from plan to bestselling during the holidays!

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