4 KEYS TO TURNING NEGATIVE COMMENTERS INTO BRAND ADVOCATES

CMO CMO
December 19, 2014

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Chris Book, CEO and co-founder of ChatterPlug, a live customer engagement and analytics platform

Nobody likes being told something negative about themselves. It stings, and as a business owner or manager, you immediately start kicking yourself for the missed opportunity. The key to surviving, however, is to embrace these negative comments for what they actually are: golden opportunities.

One of the beauties of negative feedback is that you always know where you stand. You know what went wrong and what you need to do to improve. There’s nothing more dangerous that a hollow review, or a 3 star rating. What can you do with that?

 More importantly though, when receiving negative feedback, you have the power to turn the very same authors of this feedback into walking, talking, raving advocates for your brand.

If one of your customers is going to go to such great lengths to give you this negative feedback, whether tweet, Facebook post, comment card or review site, there’s clearly a great deal of emotion in the experience and passion within the individual. Anyone that has that much negative emotion can easily have an equal amount of positive emotion with just a little bit of TLC.

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