Win The Trust Of Your Customers By Responding Quickly To Negative PR

All Ears
All Ears
Apr 5, 2018 · 3 min read

Social media makes it easier than ever for companies to keep an eye on what is being said about them. Listening though is just one piece of the puzzle — the other is actually interacting with your audience. By interacting with your audience when you might get bad feedback or other bad PR, you can rebuild trust with those customers, and turn a bad situation into a good one.

Respond to criticism as soon as possible

As they say, bad news travels fast. Responding as soon as possible when someone says something negative about your brand is as important as what they are actually saying. Be sure though to not let your interaction with your critics make the situation worse by ending up in a public conflict with them. Respond directly in the comment section By responding directly in the comments on a YouTube channel, or on a podcast’s Instagram profile.

Respond directly in the comment section

By responding directly in the comments on a YouTube channel, or on a podcast’s Instagram profile, you show that you care about their thoughts about your company.

This can build a great deal of trust with customers. If something inaccurate is said about your brand in a YouTube video or podcast, be sure to correct the information, to ensure your customers and potential customers have the best impression of your brand possible.

Ensure however that you use your official company account to respond to any negative comments — doing so from a personal account can be seen as unprofessional. If your company has made any kind of mistake, be sure to apologise and take responsibility for the issue. Make sure you provide a solution to the problem to regain the trust of your customers.

A disagreement involving your business or brand can be an opportunity to make it even stronger. Use these opportunities to strengthen your product and service offering. Read more: Svenska Spel: “It’s rare that we don’t have a way to resolve bad feedback” The ability to monitor audio is key to ensuring you can keep an eye on what’s said about you on YouTube and podcasts.

Monitor what’s being said

Before it was only possible to monitor when your brand was being written about in text — for YouTube and podcasts this meant the ability to only find your brand if it was mentioned in a clip’s metadata — namely, in its title or description.

By adding All Ears to your business’s media monitoring capability, you can keep an eye on the full media landscape and when your brand is being talked about. With our monitoring service, it is possible to monitor what influencers are actually saying about your brand.

Our service converts speech to searchable text, and notifies you every time your brand is mentioned. By using our service, you can find and respond to any PR issues before they start become a problem for your business.

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