Sua marca está sob ataque de um influenciador de mídia social. Como você vai virar a maré do feedback negativo?

Well, if a competitor brand resorts to mud slinging, that means you as a brand are doing well. Your growth is threatening to them. Maybe their customers are turning to you. Impact assessment has to happen both ways - Why did they do it? - What does this mean for you? - How are you going to show up? While you may have answers to the first two questions, the third question really matters - this is your brand presence - Are you going to enter the mud slinging or are you going to operate out of an abundance mindset? - Are you going to react or respond? - What's your story angle? Is there scope for light humour? In these moments, your customers will know who you are and what you stand for. Winning their hearts is probably more important!

To turn the tide of negativity from a social media influencer attack, first assess the situation calmly, understanding the nature and impact of the criticism. Respond professionally, acknowledging valid concerns and leveraging your own channels to amplify positive messages. Engage loyal customers and other influencers to counter the negative narrative. If appropriate, open a private dialogue with the influencer to address their concerns directly. Monitor the ongoing conversation, adapt as needed, and consider legal action only if misinformation is causing serious harm. Ultimately, use the experience to demonstrate your brand’s resilience and commitment to customer satisfaction.

Quando sua marca é atacada por um influenciador, é essencial primeiro avaliar o alcance e o sentimento do feedback. Determine se é uma opinião isolada ou se está se espalhando e como isso pode impactar sua reputação. Responda de maneira transparente e alinhada aos valores da sua marca, abordando as preocupações de forma construtiva sem amplificar a negatividade.

The first step in turning the tide of negative feedback is to assess the impact of the attack. It's crucial to understand the scope and severity of the situation before taking any action. Because assessing the impact allows us to gauge the reach and influence of the negative feedback. By analyzing metrics like the number of views, shares, comments, and overall sentiment, we can determine how widespread the issue is and how deeply it might affect our brand’s reputation. This step also helps us identify the specific concerns or grievances raised by the influencer and their audience.

It is essential to remain composed and thoroughly assess the situation while closely monitoring sentiment across platforms. A prompt, professional response that acknowledges the issue without becoming defensive is crucial. Engage directly with the influencer to understand their concerns and collaboratively explore solutions. Transparent communication with your audience is key—share your brand’s perspective and reaffirm its core values. Additionally, mobilise your loyal advocates and consider partnering with supportive influencers to restore trust and reinforce your brand’s reputation. Finally, use the experience as a learning opportunity to address any underlying issues and refine your strategies moving forward.

Craft an elegant response. Brings up good facts about the brand which promotes your USP over them without any explicit message mentioning your competitor. Pay more attention to the good facts about your brand rather than finding the weakness of your competitor. I personally againts fighting in a fight similar to that of samsung and apple. You'll unconciously spend more budget than you actually need to if you engage in that kind of fight.

Well, just use the Craft framework C - Clarity (Be clear with what you want to say) R - Respond (Respond and engage vs. react immediately) A - Assert (Make your point of view in your authentic voice) F - Fearless (Show up with character that you are here to do what you are meant to and that you won't buckle to criticism) T - Timely (Make sure you are responding at the right time, not too soon, not too late - find the right moment to connect with your audience and the critical influencer) These are some thoughts that would help us show up in these challenging moments

Create a thoughtful reply that is respectful and genuine. Acknowledge the influencer's concerns and, if appropriate, offer a sincere apology. For example, if the influencer criticizes your product's quality, you could say, "Thank you for bringing this to our attention. We value your feedback and take quality very seriously. We are looking into this issue and will work to resolve it as soon as possible." This demonstrates your willingness to listen and engage constructively. Ensure your message aligns with your brand's principles and communicates any actions you are taking to address the issues, which can help restore trust and goodwill.

This tactic only works if it is not the brand's fault and it being attack with malicious intent. Every influencer (if they are big enough to cause problem) has fans. They also have anti-fans. The most effective way to discredit the issue is to discredit the source. Find out if that person has done something similar. Use anti-fans to counter attack. If it is the brand's fault but the influencer is small or not in the industry, treat that person like a normal customers with your customer service standard. If they are big, and in your industry, the brand should reach out, in private and in public. Admit your mistake, and do it better next time. But most importantly, fix the underlying issue.

If it is not true say so with evidence. You may thank the influencer for providing an opportunity to clarify. This will present both sides together

Envolver-se diretamente com o influenciador pode ser uma forma eficaz de resolver o conflito de maneira privada e transformar um crítico em aliado. Busque o diálogo aberto e honesto, mostrando disposição para entender e resolver as preocupações. Mesmo que a situação não se resolva, a tentativa demonstra profissionalismo e compromisso com a transparência, algo que seu público certamente valorizará.

The importance of personal engagement often gets lost in the current transactional culture and is exacerbated by social media. It seems asking "How did you come to your conclusion?" could open the door to a meaningful exchange of information the influencer might not have.

With every complaint is an unmet need. Active listening and acknowledgement of the person's experience is important. Gaslighting does not do any good. And one more thing - know, understand and believe your brand's values.

Always remember that influencers are human, not an abstract brand, a company or organization. Respond to them on a human level. Take time to listen and extend empathy to understand and address their concerns authentically and with sincerity. Apology with words and show proof of change and good faith with actions.

Think about initiating a private dialogue with the influencer. Addressing concerns directly can often lead to a resolution outside the public domain, potentially transforming a critic into a supporter. For example, you could send a DM or email the influencer, saying, "We noticed your recent post about our brand & would like to discuss your concerns and see if we can find a resolution. Please let us know if you are open to a private conversation." If the influencer remains unyielding, maintain your professionalism in public interactions; your audience will appreciate your efforts to engage and resolve the matter amicably. If the influencer still continues to make negative comments on your posts, continue responding politely.

Aproveitar o apoio dos defensores da sua marca é uma estratégia poderosa. Incentive-os a compartilhar suas experiências positivas, destacando o valor real que sua marca entrega. Depoimentos autênticos têm o poder de equilibrar o feedback negativo e reforçar a confiança na sua marca.

Encourage loyal customers & brand ambassadors to share +ve experiences, counterbalancing negative feedback. For example, you could reach out to customers who have left +ve reviews on your website or social media pages and ask them to share their thoughts on a public post. Authentic testimonials from satisfied customers can counterbalance negative feedback and reinforce your brand's strengths, helping to shift the narrative in a more positive direction. When any customer shares a post praising your excellent customer service, you can share it on your brand's page to showcase your commitment to customer satisfaction.

I’d leverage our advocates—people who genuinely support our brand. Their voices will definitely help shift the narrative by highlighting our positive impact and values.

Probably involving other satisfied customers as an advocates supporting your narrative and opposing influencer will put the influencers post more vulnerable, gaining more reach & engagement. As some would be defending your stance, while someother would also have likewise mindset to the influencer.

1. Transparency: Regularly update customers on changes and improvements. 2. Consistency: Maintain a consistent tone and message across all channels. 3. Community engagement: Host webinars, contests, or Q&A sessions to re-establish trust. 4. User-generated content campaigns: Encourage customers to share their stories. 5. Review and rating management: Encourage satisfied customers to leave reviews

I’d monitor the feedback in real-time. It's crucial to stay on top of how the situation evolves, so we can react quickly and appropriately if needed.

Remain vigilant by continuously monitoring social media conversations after your initial response. Tracking feedback enables you to assess public sentiment, pinpoint persistent issues, and refine your strategy accordingly. Use social media listening tools to track brand mentions and sentiment surrounding the influencer's criticism in real-time. This valuable insights will help you adjust your approach to steer the conversation toward a more positive outcome. If negative sentiment persists or intensifies, consider issuing a targeted follow-up response to directly address concerns and mitigate further reputational impact.

Monitoring social media feedback is crucial for fine-tuning your response strategy. By staying attuned to public sentiment and ongoing conversations, you can gauge the effectiveness of your approach and make necessary adjustments in real time. This proactive stance not only helps in addressing any emerging issues but also ensures that your narrative remains positive and aligned with the audience's concerns. It's all about staying connected and responsive to keep the dialogue constructive and on track.

Monitorar o feedback nas redes sociais após responder a uma crítica é fundamental. Isso permite que você entenda como o público está reagindo, ajuste sua estratégia se necessário e garanta que a narrativa siga uma direção positiva. O acompanhamento constante ajuda a resolver questões em tempo real e reforça o compromisso da marca com a transparência e a melhoria contínua.

1. Authenticity: Be genuine and transparent in your responses. 2. Empathy: Show understanding and compassion towards critics. 3. Timeliness: Respond promptly to mitigate further damage. 4. Consistency: Maintain a consistent message and tone. 5. Proactivity: Anticipate and address potential issues before they escalate.

Lean into this as an opportunity to leverage it and align it with the core values of the brand and adapt messaging in line with it.

1. Social listening tools (e.g., Hootsuite, Sprout Social) 2. Review management software (e.g., ReviewTrackers, AskNicely) 3. Crisis management platforms (e.g., Crisp Thinking, Brandwatch) 4. Employee advocacy platforms (e.g., Bambu, GaggleAMP)