MARKETING
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.
How to Deal with Negative Comments on Social Media
- Respond to the comment as soon as possible
- Be apologetic
- Discuss the problem privately
- Appreciate their feedback
- Ask them how you can help, and help
- Don’t delete their comments
- Pick your battles
- Don’t delete their comments
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.
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.
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.
Examples of negative comments on social media
- Customer complaints
- Trolling
- Spam/Malicious comments
- Harassing/Threatening comments
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.
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.
MARKETING
YouTube Ad Specs, Sizes, and Examples [2024 Update]
![YouTube Ad Specs, Sizes, and Examples [2024 Update] YouTube Ad Specs, Sizes, and Examples](https://articles.entireweb.com/wp-content/uploads/2024/06/YouTube-Ad-Specs-Sizes-and-Examples.jpg)
Introduction
With billions of users each month, YouTube is the world’s second largest search engine and top website for video content. This makes it a great place for advertising. To succeed, advertisers need to follow the correct YouTube ad specifications. These rules help your ad reach more viewers, increasing the chance of gaining new customers and boosting brand awareness.
Types of YouTube Ads
Video Ads
- Description: These play before, during, or after a YouTube video on computers or mobile devices.
- Types:
- In-stream ads: Can be skippable or non-skippable.
- Bumper ads: Non-skippable, short ads that play before, during, or after a video.
Display Ads
- Description: These appear in different spots on YouTube and usually use text or static images.
- Note: YouTube does not support display image ads directly on its app, but these can be targeted to YouTube.com through Google Display Network (GDN).
Companion Banners
- Description: Appears to the right of the YouTube player on desktop.
- Requirement: Must be purchased alongside In-stream ads, Bumper ads, or In-feed ads.
In-feed Ads
- Description: Resemble videos with images, headlines, and text. They link to a public or unlisted YouTube video.
Outstream Ads
- Description: Mobile-only video ads that play outside of YouTube, on websites and apps within the Google video partner network.
Masthead Ads
- Description: Premium, high-visibility banner ads displayed at the top of the YouTube homepage for both desktop and mobile users.
YouTube Ad Specs by Type
Skippable In-stream Video Ads
- Placement: Before, during, or after a YouTube video.
- Resolution:
- Horizontal: 1920 x 1080px
- Vertical: 1080 x 1920px
- Square: 1080 x 1080px
- Aspect Ratio:
- Horizontal: 16:9
- Vertical: 9:16
- Square: 1:1
- Length:
- Awareness: 15-20 seconds
- Consideration: 2-3 minutes
- Action: 15-20 seconds
Non-skippable In-stream Video Ads
- Description: Must be watched completely before the main video.
- Length: 15 seconds (or 20 seconds in certain markets).
- Resolution:
- Horizontal: 1920 x 1080px
- Vertical: 1080 x 1920px
- Square: 1080 x 1080px
- Aspect Ratio:
- Horizontal: 16:9
- Vertical: 9:16
- Square: 1:1
Bumper Ads
- Length: Maximum 6 seconds.
- File Format: MP4, Quicktime, AVI, ASF, Windows Media, or MPEG.
- Resolution:
- Horizontal: 640 x 360px
- Vertical: 480 x 360px
In-feed Ads
- Description: Show alongside YouTube content, like search results or the Home feed.
- Resolution:
- Horizontal: 1920 x 1080px
- Vertical: 1080 x 1920px
- Square: 1080 x 1080px
- Aspect Ratio:
- Horizontal: 16:9
- Square: 1:1
- Length:
- Awareness: 15-20 seconds
- Consideration: 2-3 minutes
- Headline/Description:
- Headline: Up to 2 lines, 40 characters per line
- Description: Up to 2 lines, 35 characters per line
Display Ads
- Description: Static images or animated media that appear on YouTube next to video suggestions, in search results, or on the homepage.
- Image Size: 300×60 pixels.
- File Type: GIF, JPG, PNG.
- File Size: Max 150KB.
- Max Animation Length: 30 seconds.
Outstream Ads
- Description: Mobile-only video ads that appear on websites and apps within the Google video partner network, not on YouTube itself.
- Logo Specs:
- Square: 1:1 (200 x 200px).
- File Type: JPG, GIF, PNG.
- Max Size: 200KB.
Masthead Ads
- Description: High-visibility ads at the top of the YouTube homepage.
- Resolution: 1920 x 1080 or higher.
- File Type: JPG or PNG (without transparency).
Conclusion
YouTube offers a variety of ad formats to reach audiences effectively in 2024. Whether you want to build brand awareness, drive conversions, or target specific demographics, YouTube provides a dynamic platform for your advertising needs. Always follow Google’s advertising policies and the technical ad specs to ensure your ads perform their best. Ready to start using YouTube ads? Contact us today to get started!
MARKETING
Why We Are Always ‘Clicking to Buy’, According to Psychologists
![Why We Are Always 'Clicking to Buy', According to Psychologists Why We Are Always 'Clicking to Buy', According to Psychologists](https://articles.entireweb.com/wp-content/uploads/2024/05/Why-We-Are-Always-Clicking-to-Buy-According-to-Psychologists.pngkeepProtocol.png)
Amazon pillows.
MARKETING
A deeper dive into data, personalization and Copilots
![A deeper dive into data, personalization and Copilots A deeper dive into data, personalization and Copilots](https://articles.entireweb.com/wp-content/uploads/2024/05/A-deeper-dive-into-data-personalization-and-Copilots.jpg)
Salesforce launched a collection of new, generative AI-related products at Connections in Chicago this week. They included new Einstein Copilots for marketers and merchants and Einstein Personalization.
To better understand, not only the potential impact of the new products, but the evolving Salesforce architecture, we sat down with Bobby Jania, CMO, Marketing Cloud.
Dig deeper: Salesforce piles on the Einstein Copilots
Salesforce’s evolving architecture
It’s hard to deny that Salesforce likes coming up with new names for platforms and products (what happened to Customer 360?) and this can sometimes make the observer wonder if something is brand new, or old but with a brand new name. In particular, what exactly is Einstein 1 and how is it related to Salesforce Data Cloud?
“Data Cloud is built on the Einstein 1 platform,” Jania explained. “The Einstein 1 platform is our entire Salesforce platform and that includes products like Sales Cloud, Service Cloud — that it includes the original idea of Salesforce not just being in the cloud, but being multi-tenancy.”
Data Cloud — not an acquisition, of course — was built natively on that platform. It was the first product built on Hyperforce, Salesforce’s new cloud infrastructure architecture. “Since Data Cloud was on what we now call the Einstein 1 platform from Day One, it has always natively connected to, and been able to read anything in Sales Cloud, Service Cloud [and so on]. On top of that, we can now bring in, not only structured but unstructured data.”
That’s a significant progression from the position, several years ago, when Salesforce had stitched together a platform around various acquisitions (ExactTarget, for example) that didn’t necessarily talk to each other.
“At times, what we would do is have a kind of behind-the-scenes flow where data from one product could be moved into another product,” said Jania, “but in many of those cases the data would then be in both, whereas now the data is in Data Cloud. Tableau will run natively off Data Cloud; Commerce Cloud, Service Cloud, Marketing Cloud — they’re all going to the same operational customer profile.” They’re not copying the data from Data Cloud, Jania confirmed.
Another thing to know is tit’s possible for Salesforce customers to import their own datasets into Data Cloud. “We wanted to create a federated data model,” said Jania. “If you’re using Snowflake, for example, we more or less virtually sit on your data lake. The value we add is that we will look at all your data and help you form these operational customer profiles.”
Let’s learn more about Einstein Copilot
“Copilot means that I have an assistant with me in the tool where I need to be working that contextually knows what I am trying to do and helps me at every step of the process,” Jania said.
For marketers, this might begin with a campaign brief developed with Copilot’s assistance, the identification of an audience based on the brief, and then the development of email or other content. “What’s really cool is the idea of Einstein Studio where our customers will create actions [for Copilot] that we hadn’t even thought about.”
Here’s a key insight (back to nomenclature). We reported on Copilot for markets, Copilot for merchants, Copilot for shoppers. It turns out, however, that there is just one Copilot, Einstein Copilot, and these are use cases. “There’s just one Copilot, we just add these for a little clarity; we’re going to talk about marketing use cases, about shoppers’ use cases. These are actions for the marketing use cases we built out of the box; you can build your own.”
It’s surely going to take a little time for marketers to learn to work easily with Copilot. “There’s always time for adoption,” Jania agreed. “What is directly connected with this is, this is my ninth Connections and this one has the most hands-on training that I’ve seen since 2014 — and a lot of that is getting people using Data Cloud, using these tools rather than just being given a demo.”
What’s new about Einstein Personalization
Salesforce Einstein has been around since 2016 and many of the use cases seem to have involved personalization in various forms. What’s new?
“Einstein Personalization is a real-time decision engine and it’s going to choose next-best-action, next-best-offer. What is new is that it’s a service now that runs natively on top of Data Cloud.” A lot of real-time decision engines need their own set of data that might actually be a subset of data. “Einstein Personalization is going to look holistically at a customer and recommend a next-best-action that could be natively surfaced in Service Cloud, Sales Cloud or Marketing Cloud.”
Finally, trust
One feature of the presentations at Connections was the reassurance that, although public LLMs like ChatGPT could be selected for application to customer data, none of that data would be retained by the LLMs. Is this just a matter of written agreements? No, not just that, said Jania.
“In the Einstein Trust Layer, all of the data, when it connects to an LLM, runs through our gateway. If there was a prompt that had personally identifiable information — a credit card number, an email address — at a mimum, all that is stripped out. The LLMs do not store the output; we store the output for auditing back in Salesforce. Any output that comes back through our gateway is logged in our system; it runs through a toxicity model; and only at the end do we put PII data back into the answer. There are real pieces beyond a handshake that this data is safe.”
-
SEO7 days ago
Google’s Revamped Documentation Shows 4 Reasons To Refresh Content
-
SEARCHENGINES5 days ago
Daily Search Forum Recap: August 26, 2024
-
SEARCHENGINES7 days ago
Google Ranking Bug Fixed, August Core Update Swings, AI Overviews, Google Ads Bug & More
-
WORDPRESS7 days ago
How to Secure Your WordPress Store
-
SEARCHENGINES4 days ago
Daily Search Forum Recap: August 27, 2024
-
AFFILIATE MARKETING7 days ago
Business Owners are Batting 1,000 With This All-in-One Management Hub
-
SEARCHENGINES6 days ago
Google Migrating All To Google Merchant Center Next By September
-
WORDPRESS5 days ago
9 Best Elementor Alternatives 2024 (Faster Page Builders)
You must be logged in to post a comment Login