They’re creepy and they’re kooky, mysterious and spooky… but even Halloween’s most terrifying creatures don’t come close to the fear some business owners and marketeers feel when they start to tackle of the more mysterious and arduous aspects of their marketing. That’s why every day this week, CuCo are releasing a short article debunking a marketing demon that fills the hearts of our clients with fear and sends shivers down their spines. They say knowledge is power, it’s time to kick some of those skeletons out of your closet.
‘A brand is no longer what we tell the consumer it is – it’s what consumers tell each other it is’ – Scott Cook
Social media marketing is powerful – so powerful. And for that reason social media management is not for the faint-hearted. But it shouldn’t be scary… except on Halloween.
With all the negative press that social media gets day in day out, it’s no surprise that some business owners are wary of diving in at the deep end – and for good reason. It’s true to that no matter how awesome you are at what you do, at some point there will be someone who doesn’t quite love what you have done 100%. Things go wrong, often it’s even beyond our control, but the effect is the same – we have an unhappy customer.
But what do you do when someone voices their dissatisfaction to the world on social media?! Your social profiles are the face of your brand – how do you keep them blemish free? If the idea of dealing with negative feedback leaves you in such a state of fright that you have thought about removing your company from the social sphere and hiding under a rock for the rest of time, read on.
‘To err is human.’ Have you ever heard of a company going into administration just because of a negative tweet? No. So, when someone voices their dissatisfaction on social media, don’t let it scare you. Listening is one of the most important things a brand can do online.
See it as an opportunity. Not only do you get to repair the damage done to the relationship with that customer, you get to do it publicly. Don’t ignore, engage. Demonstrate empathy. Most customers just want to be heard and to know their brand cares. Tell them how you are going to correct the problem. In addition, if you’re doing your job right, your community of Followers should be able and even willing to bat for your brand against anybody. You’re not alone out there.
Still scared of dealing with negative feedback on social media? Call us on 01202 911959.