Social Media Marketing is a powerful way to support your brand online. Sometimes social media marketing professionals are faced with the challenge of dealing with Social Media negative sentiments. Here are a few tips to help your social media marketing positive.
What is Social Media Negative Sentiment
Sometimes unhappy customers or disgruntled employees may express their opinions online about their soured relationship with you or your company. In some cases the negative comments or sentiments may be a misunderstanding or the result of a bad experience. Or the negative sentiment may be a malicious attempt to spread inaccurate information about you or your company with the intent of tarnishing your brand.
How Do I Know if There is a Negative Sentiment Post?
One way to find out if there is a negative sentiment is to do a Google search on you, your company or your brand. You may find search engine results that post bad reviews. There are also tools like Social Mention that will perform real time social media analysis to summarize feedback on your social media marketing networks.
Can SEO Help Remove Negative Sentiment?
Google won’t remove pages just because you don’t like them. From an SEO perspective, consider adding original content to your site and blog. Overtime, this content will rise to the top and hopefully push that article to a lower page rank in Google.
A few other social media marketing suggestions:
If it isn’t too late, try and see if you can make amends with the person and get them to retract the negative sentiment.
Consider posting a rebuttal with your perspective. Be sure not to get personal or petty.
Get positive customer reviews and testimonial to post on your site and social networks.
Get your customers to respond to the negative sentiment as their independent perspective may carry more weight than your own.
If the negative sentiment is maliciously intended, there are limits to what you can do. You need to realize that some battles aren’t worth fighting and just move on to someone with a legitimate problem. As they say, “Don’t feed the trolls.”
Customer service and customer satisfaction issues are similar in the online world to dealing with issues face to face. Make sure your social media marketing plan includes dealing with negative sentiment so you won’t get caught off guard.