A practical guide to overcoming an online reputation crisis
Posted: Mon Dec 23, 2024 5:47 am
Having an online reputation crisis is much more common than you might think. It is normal for some dissatisfied user to appear and express themselves in an offensive and even insulting way. How to handle this situation? How to behave if someone starts to defame the brand through social networks?
The tactics and strategies vary depending on the nature of the business. However, the basic actions to overcome any online reputation crisis are the following:
Detect what the problem itself has been: the main thing to general contractors email list solve the problem is to know what its origin is and identify if it is a one-off crisis or if there is actually continuous criticism from your followers.
Identify the social networks: you must quickly determine which are the negative comments and which social profiles they are on. This is done with the aim of not generating more criticism.
Identify the user: you must urgently know which user is generating the criticism. It is important to know the details of their complaint and how it can be corrected.
Act accordingly: not all users have the same problems. Therefore, you must think about what the right solution is for each of them. Therefore, under no circumstances should you delete any negative comment, no matter how strong it is. The idea is to deal with it as quickly as possible and resolve it through social media platforms .
Compensate the user: sometimes, one of the recommended tactics to get through crises successfully is to compensate the user. It is the perfect way to gain their trust again and thus recover the online reputation of the company or personal brand.
Finally, it is important that the company or personal brand has a crisis management manual. Those responsible for managing social media must handle each of the actions and steps to take to attack the situation and solve it in the most efficient and effective way.
The tactics and strategies vary depending on the nature of the business. However, the basic actions to overcome any online reputation crisis are the following:
Detect what the problem itself has been: the main thing to general contractors email list solve the problem is to know what its origin is and identify if it is a one-off crisis or if there is actually continuous criticism from your followers.
Identify the social networks: you must quickly determine which are the negative comments and which social profiles they are on. This is done with the aim of not generating more criticism.
Identify the user: you must urgently know which user is generating the criticism. It is important to know the details of their complaint and how it can be corrected.
Act accordingly: not all users have the same problems. Therefore, you must think about what the right solution is for each of them. Therefore, under no circumstances should you delete any negative comment, no matter how strong it is. The idea is to deal with it as quickly as possible and resolve it through social media platforms .
Compensate the user: sometimes, one of the recommended tactics to get through crises successfully is to compensate the user. It is the perfect way to gain their trust again and thus recover the online reputation of the company or personal brand.
Finally, it is important that the company or personal brand has a crisis management manual. Those responsible for managing social media must handle each of the actions and steps to take to attack the situation and solve it in the most efficient and effective way.