When Negative Content Goes Viral Be Ready to Stop it from Spreading
Content going viral will often mean extended exposure of a company’s brand to a wide range of audiences. On the other side, it can also have negative consequences. We all want our brands to catch a surge in popularity on the basis of a positive headline; however negative feedback has an equal chance of grabbing the attention of the internet users.
Negative mentions are often easily spread through social media and then amplified by the media, in the end having a direct effect on a company’s reputation. Although there’s no way to completely prevent such an outbreak, there are guidelines to follow to reduce the risk.
Don’t Stoke the Fire
Bad reviews are an inevitable part of the internet. How you respond is what keeps a negative review quiet or spreads it around the web. Customers still see companies as mediators, especially in the online world.
When a company doesn’t properly communicate with their follower base and answers in an unprofessional manner, people will quickly turn to expressing their outrage with the rest of the world.
Sometimes the negative mention is just due to one employee having a bad day, but the whole company brand has become a target for adversity.
Don’t allow for a defensive emotional stance to impact the nature of the company’s response. It’s always better to wait out and give a response with a clearheaded message.
Key Takeaway: As a conflict appears online, try to move the conversation offline as soon as possible. This will on the one hand show that you are attentive to feedback and will put out the flames of an online conflict at scale.
Be Mindful of the Truth
Your customers are more than just someone paying for your products or services; they can act as ambassadors of your reputation, provided you have always offered great customer service to everyone. Often, many of the outspoken defenders of your brand will be customers that have had a bad experience that was properly solved with great customer service.
Whenever a wave of negative mentions comes your way, stay true to yourself. Do not fall prey to trolls or get dragged into a spat. Always stick to the facts and clarify in a respectful way your point of view without engaging in further conflicts.
Key Takeaway: Actions will always rank high in customers’ criteria for your brand. Keep in mind, with negative reviews or events, people are watching your actions and reactions closely. Don’t over-react and don’t try to exaggerate any situation you find yourself in.