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Jan 4 Posted 2 years ago
Hi Lisa Ann
Thanks for your comments.
I would argue against explicitly encouraging customers to share any deal done with them. They will do it if they want, but they should not feel like they are under pressure or being used, especially when they've had a bad experience.
A more subtle approach would be for the company itself to say online that you had both spoken and hoped a satisfactory conclusion had been reached, which may prompt the customer to confirm it publicly.
Hope this helps.
Jan 3 Posted 2 years ago
Thanks for these thoughtful tips for responding to negativity online. As a social media trainer for small business owners its important to plan your strategy on dealing with negativity in advance of these events and this post can serve as an excellent guide. I discourage people from being ugly, nasty, or volitale in this space & if they want to go that route make a phone call because which does not show up in search results like a blog comment, Tweet, etc. Once the issue has been corrected do you think its a good idea for the brand to ask the (formerly) dissatisfied party to share in the end result & their feels in social space?
Lisa Ann Landry - Social Media Marketing Trainer
Licensed Coach - The SNCC Way
Need a light? I’m an exuberant force of light… Come light up your life!
Dec 31 Posted 2 years ago
Be sincere and be human are the two most important things. When we are sincere to deal with negative comment, people can feel it.