As a brand, how do you face criticism and how do you respond to it?
As a brand, you receive feedback. Either through customer/tech support, online in reviews, or users refer to your name on social networks.
Let's face it, negative feedback spreads easily and is shared more often because people don't often talk about positive things.
How do you deal with negative feedback?
I've experienced several cases, e.g.
– trying to diplomatically defend your position
– deleting overly negative and vulgar comments (mainly because of the sentiment that could arise)
– apologising and offering a solution/compensation
I'd love to hear your advice and experiences.
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Visla
Negative Feedback = Product Feebdack = Data to improve product
Listen first
Acknowledge publicly, privately when appropriate
Resolve when possible
NEVER EVER delete criticism, be transparent. Unless it's hateful, harmful, spammy, violent
And even feedback on customer support is product feedback, customer support is a part of the product.
minimalist phone: creating folders
@mogabr What about negative (passive-aggressive) feedback on personal brand? :D
Cal ID
Sometimes the best response is showing you genuinely care. Publicly owning mistakes or misunderstandings, then closing the loop with an update if you fixed things. People remember that transparency.
minimalist phone: creating folders
@sanskarix Spreading love is maybe the biggest gesture :)