How can you manage negative reviews and feedback from influencers?

L'exemple récent de The North Face, du 1er Décembre dernier, offre un cas pratique de gestion des avis négatifs. Face à la critique virale d'une cliente insatisfaite sur TikTok, la marque a réagi rapidement et professionnellement en livrant par hélicoptère une nouvelle veste de pluie. Cette réponse rapide a été utilisée comme opportunité d'apprentissage, démontrant l'engagement de la marque envers l'amélioration continue et la satisfaction du client. Ce cas témoigne de la manière dont une gestion proactive des avis négative peut non seulement résoudre un problème, mais également renforcer la réputation de la marque de manière mémorable !

Empathy plays a key role here – understanding their perspective and expressing genuine concern about their experience. The next step involves a commitment to corrective action. Assure them that their concerns are being taken seriously, and outline specific steps or improvements that will be implemented to address the issues raised. Furthermore, Highlight the positive aspects of our brand, showcasing the commitment to continuous improvement and dedication to providing a better experience in the future. Establish an open dialogue with influencers to foster a relationship built on trust. Managing negative reviews involves a combination of empathy, action, and communication.

I have never seen a negative review crafted by an Influencer. This won't happen if their job is to enhance the perception of the program, place, service or event they are covering. Bonafide influencers do not criticize as it's counter productive. This is how they earn their money. If you mean negative reviews such as those we see on Trip Advisor--I speed read ten or more and if everyone is in agreement with a positive light-it's clear the 1:10 ratio means nothing aside from a malcontent venting and needs to be ignored.

Apart from the given objective parameters it also necessary to understand the subjective source of the review. Cultural and social constructs influence the way a consumer interacts with your product therefore it is necessary to understand the emotional source of the review before responding to it.

When managing negative influencer reviews, professionalism is key. Acknowledge the feedback graciously, investigate thoroughly, and respond promptly, addressing concerns with genuine apologies and reassurance. Offer solutions if needed, implementing proactive changes based on feedback. Maintain professionalism throughout, focusing on solutions and fostering positive relationships.

By recognizing their issues, expressing appreciation for their insights, and providing a resolution or clarification. Maintain polite communication and explore the option of privately discussing concerns in depth. Showing a dedication to enhancement and authentic care for their experience has the potential to transform a negative situation into a positive one. Above all, brands stance and it's impact needs to be estimated aptly.

While influencers feedback might be of a bigger impact on engagement levels and ratings , Ideally and as part of the Digital Marketing plan there should be a community manager that is solely responsible to handel feedback from influencers and others . Preempting potential negative feedback and Pre planning to adress them should be part of the plan. Negative feedback is Not totally bad . It can be smartly used to raise engagement levels among followers of both by validating the issue , responding to it and resolving it (if it’s valid) asap. Adressing negative feedback with seriousness , speed and clarity can be of greater impact than positive feedback.

Always take it offline. When’s reviews or feedback are posted on a public channel, the first move should always be to direct the rest of the conversation to a private inbox (or better, phone number). Watching brands and individuals go back and forth in a comments section of a GBP is how PR crises are born. By encouraging them to reach out to an email, or contacting them directly, you can deescalate and resolve the issue with minimal damage to brand reputation.

Recomendable poner en marcha un proceso automatizado de monitorización de la reputación que nos permita conocer lo antes posible y tener controladas todas las menciones a nuestra marca y/o productos. Es una buena práctica poder centralizar en una sola herramienta que haga de receptora todas las menciones.

A brands response is what defines the brand or makes/ breaks their brand image. If there is merit to the criticism, accept it and mention how steps are taken to improve it. How a brand responds is more important than time taken to respond, that doesn’t mean respond after a month.

Consumers will tell you how to improve and make them interested in buying again. Most complaints stem from either something you can change or is a personal preference of the consumer but you won't know which unless you listen and learn. 5 star reviews may have some ideas on future releases but the 1-2 star reviews will shed light on how to improve things now.

A Feedback is a vital input to any strategy in place. Starting from one extreme end , assume the Feedback is based on malicious intent or downright "fake", still it would demand a reaction, a course correction, a recalibration of strategy may be. No feedback should ever be ignored, and all feedbacks should add up to learning repository which should be visited when making new plans , strategy etc.

Learn and act on the feedbacks. This will help in improving the brand and business in long term. Feedbacks are the important factor for any of the future goals to be achieved or envisioned.

Mantendo transparência, reconhecendo erros, e explicando as medidas corretivas adotadas, cultivamos confiança e respeito. Transformar críticas em oportunidades é uma prática inteligente; usar o feedback para inovar e melhorar é fundamental para o crescimento da marca. Ao lidar com influenciadores, é vital manter um diálogo aberto, oferecer informações relevantes e convidá-los para colaborar na melhoria contínua da marca. Gerenciar avaliações negativas e feedback de maneira proativa e construtiva não apenas fortalece a reputação da marca, mas também impulsiona a satisfação do cliente, transformando desafios em oportunidades de crescimento.

We use AI to evaluate large amounts of customer review data, and to help learn what common themes exist both positive and negative. The positive feedback can help you rocket ship your ad strategy. The negative feedback can help your optimize your UX both on your product side and website.

One key points in dealing with negative feedback is to use it and show that you actually learned and improved thanks to the feedback! You should tell the stories that thanks to the feedback you addressed the issue and improved the quality of your product or service! After all, we use to say that "feedback is a gift"! So, showcase that you used this gift very well 😉

Imagine you're telling your friends about a new game. If one friend says it's not great, but five others say it's awesome, which one would you believe? Sharing good comments about something balances out the not-so-good ones. It's like showing everyone the cool parts of a game to make it more exciting! Brands do the same by telling people about all the great things others say about them to make everyone see how awesome they are.

Acá es importante consolidar los comentarios para poder realizar el análisis de lo sucedido y poder llevar a cabo acciones que nos ayuden a mitigar las reseñas negativas

Foque nos aspectos positivos: Embora seja importante lidar com as avaliações negativas, não se esqueça de valorizar e compartilhar os feedbacks positivos. Isso ajudará a equilibrar a percepção da marca e mostrará que você está atento ao feedback de todos os clientes, não apenas aos negativos.

Not just on social, consumer testimonials can be a powerful ATL campaign as well. Essence is to keep it genuine and not look staged. Real people,Real stories always is a powerful proposition to help build credibility and brand love.

Take the conversation offline. Offer to take the conversation offline to discuss the issue further. This will help you resolve the issue in a more private and professional manner. Offer a solution. Provide a solution to the influencer's concerns. This could be a refund, a replacement product, or any other solution that addresses their issue. Follow up with the influencer after the issue has been resolved to ensure that they are satisfied with the outcome. Learn from the experience. Use the negative review as an opportunity to learn and improve your product or service. Take the feedback seriously and use it to make positive changes.

The goal here should always be to try and convert the negative /dissatisfaction influencer to a positive future customer/influencer to the brand and have him repost how quick the turnaround took place. This will have a positive impact on the long-term. Positive feedbacks are great however the real deal for the product and brand is to win situation like this where you show your capability to innovate and improve.

Ofereça uma solução, se possível: Se a crítica é válida e há algo que você possa fazer para resolver a situação, ofereça uma solução ou uma compensação. Isso mostra que você está comprometido em resolver o problema e pode ajudar a melhorar a percepção da marca ou até mesmo a sua.

Managing negative reviews and feedback from influencers is important. When dealing with them, think long-term. Influencers aren't just here for one-time promotions; they can be supporters and partners. To make this work, focus on building a strong relationship. Show them you care, help them out, and give credit where it's due. By working together on cool stuff, you'll both benefit!

Il est important de mettre en avant la nécessité d'utiliser les critiques comme des opportunités d'amélioration. Les commentaires, surtout négatifs, peuvent fournir des perspectives précieuses sur les points potentiels d'un produit ou d'un service. Les entreprises (se) doivent démontrer leur volonté d'apprendre et d'évoluer en fonction des retours, démontrant ainsi leur engagement envers l'amélioration continue. On retrouve énormément cette notion dans le Sport, l'échec n'est qu'une façon de progresser. Je ne dis pas ici qu'un avis négatif est un "échec", mais il peut l'être, il faut savoir s'en servir pour progresser.

Getting unwanted reviews or remarks from influencers does have an impact, but only in the short run. If you can sustain your good work and keep on delivering the goods and services as promised, you can ignore these negative impacts. Delivery of promised goods or services as claimed in marketing campaigns can help you attract real positive reviews outnumbering the so-called influencers' remarks. So, don't get bogged down by one of negative remarks by any influencer. Keep focused on promised deliverables.

La mesure des contributions est indispensable pour une marque. Elle devient un curseur fondamental pour aligner, modifier ou booster une stratégie de la relation client. Le social listening au travers des taux d'engagement en fait parti.

As métricas são ferramentas essenciais para avaliar o impacto dos feedbacks e tomar decisões informadas para melhorar produtos e estratégias de marketing. As métricas permitem uma avaliação objetiva do feedback. Elas quantificam aspectos como engajamento, alcance, conversões, satisfação do cliente cooperando para a tomadas de decisões mais acertivas.

Por que as críticas negativas são problemas para sua marca? Já pensou como podem dar um norte e ajustar seu posicionamento, seu produto? O mundo digital muitas vezes vale como uma pesquisa. Ter um produto rejeitado não quer dizer que o mesmo seja ruim. Pelo ao contrário. A crítica pode ser de um cliente que não é seu público alvo, onde produto não irá satisfazê-lo. E se for do seu público alvo, essas críticas, precisam ser avaliadas buscando sempre melhorar a experiência do cliente. Se os resultados das métricas são positivos, apresenta-los ao consumidor é uma forma de mostrar que seu produto é bom. Manter a imagem forte e bem posicionada é vital para seus resultados.

Je me rappelle également, en 2009, Domino's Pizza qui a fait face à une controverse après la diffusion d'une vidéo virale montrant des employés peu hygiéniques. La société a réagi en lançant une campagne transparente, mettant en avant les changements persistants dans la préparation de leurs pizzas pour améliorer la qualité et l'hygiène.

In the retail sector you will always have detractors no matter how hard you work to achieve client satisfaction. It’s important you remember that all of us have room for improvement so take that negative feedback, let it sink in and figure out what you need to change to ensure that you and your team have a clear path going forward. Sometimes we drop the ball but as long as you learn from it, it can be a great opportunity to reflect on how you can be better.

All feedback is valuable. Even Apple rewards people that find the deepest flaws in their business, because it shows us where we stand to improve and accelerate. Invite both the positive and the critiques from your influencer partners and your customers to evolve into a hero brand.

L'un des aspects à ne pas omettre dans le cadre des avis des influenceurs est qu'il faut expliquer avec détails votre métier et votre savoir-faire pour ne pas laisser la place à la création d'une histoire étonnante qui ne reflète pas votre marque. Le Brand content est un élément essentiel qu'il faut créer pour que la marque maîtrise son histoire de marque et puisse valoriser son expertise.

Up until the most recent years of digital communication, business owners simply did not have access to expert advice on how best to handle tough issues like negative publicity or reviews. My top observation here is that having valuable information like this article with experts providing guidance and advice is just one of the many ways apps or services like LinkedIn help us all become better business owners. We now have the ability to learn from each other, and receive immeasurable wisdom from this community of sharing. Receiving advice like the answers from experts here helps all of us grow our expertise and business acumen. Each response provides valuable insight into navigating the tough world of negative reviews.