Battling Negative Criticism
to a survey from Econsultancy and bigmouthmedia, nearly one half (47
percent) of companies personally engage with consumers when dealing
with online negative criticism. The second most common response (mentioned
by 33 percent) was to focus on improving products to further address
few chose even more proactive methods:
percent encouraged others to speak more positively about the company;
percent attempted to get the offending comment removed by the publisher/blogger;
percent created content to push offending results down search ending
a sizeable 30 percent chose “None of the Above” – either not directly
addressing the negative criticism or not intentionally countering negative
comments with a focus on improved products or services.
asked about how they use Twitter, 47 percent said brand monitoring
and 27 percent said reacting to customer service issues and inquiries.
The highest use of Twitter was for publicizing new content, at 62 percent.
address this, there needs to be more education around how to deal with
negative PR and social media crisis management, as well as best practice
on how to engage in the first place,” according to the report. “There
is clearly an opportunity here for agencies to better educate their
Questions: What should and shouldn’t companies be doing when dealing
with online negative criticism from consumers?