About Social Media Today
responding to negative feedback
12 Principles for Responding to Negative Online Comments
A recent study shows that the top Singaporean telecoms operators together receive an average 1,700 negative customer comments a day via social media. Such volume requires dedicated teams to pick through the debris and assess which complaints should be answered and how.[read more]
Social Media & the Consumer: How to Handle Negative Feedback
The only thing worse than deleting comments would be to respond defensively and thus initiating a battle with the audience. I highly recommend not deleting negative feedback unless it’s an extreme circumstance such as inappropriate language or lewd comments. Why?[read more]
#McFail: Why McDonald's Should Have Followed the ABC’s of Responding to Negative Feedback on Social Media
McDonald’s most recent PR stunt is more-commonly being referred to as “#McFail.” The campaign was intended to shift consumer opinions using the hashtag #McDStories, by tweeting facts about their organic potato farmers in an effort to more closely associate themselves with the positive attributes of organic food. To avoid having your own #McFail, be sure to follow the ABC’s of Responding to Negative Feedback on Social Media.[read more]
“Jacey, This is an interesting article. Having been in sales for a very long time (20+ years), I can agree that cold calling is challenging. Your statement that people are now doing more research online, and in many cases do not even engage with a company's sales team until they are way into the sales process (that's a stat from a Forrester report somewhere... and I can personally ...”
“I think that this is a very fascinating acquisition for Yahoo. I am wondering how differently Tumblr is going to be now that it is the property of Yahoo, and how it will affect those who main marketing strategy is through Tumblr. I am also thinking about how...possibly if...Yahoo can implement the features of Tumblr on their website. I will definitely be keeping my eyes on this story and look out ...”