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4 Tips for Handling Negative Social Media Comments

When it comes to dealing with negative social media comments, more than half of marketers aren’t sure what to do. Recent research published on eMarketer shows only 45% of marketers currently have an effective strategy to deal with negative social media posts; 23% don’t have any kind of plan; 25% are working on getting a plan; and 8% have a plan that doesn’t work. Remember the old saying—no one plans to fail, they fail to plan. Dealing with negative social media posts can be time-consuming and uncomfortable, particularly if you don’t have a written policy for handling them. Rather than waiting until disgruntled customers or anonymous haters (you should be able to tell them apart!) show up, make a plan for handling those situations even before they arise. Here are 4 things you should do to tackle negative social media … [Read more...]

5 Ways to Handle Complainers, Trolls and other Social Media Blunders

I work with healthcare organizations that are cautiously starting to embrace social media and blogging. I say cautiously because their biggest fear when it comes to social media is the potential for complaints, criticism and negative comments that might hurt their brand's reputation. I tell them that negativity didn't start with social media. Naysayers and complainers will always be there whether or not you use social media. So the question is why should you miss out on leveraging some of most effective marketing tools just because of what someone else might do. Isn't it better to prepare yourself for the inevitable so that in the end you can avoid a social media crisis? Fear of Social Media I had the pleasure of listening to Douglas Karr speak on this very topic at Social Media Marketing World in San Diego last week. His … [Read more...]