7 Ways to Use Brand Advocates to Combat Negative Reviews
It’s going to happen if it hasn’t already. One, or more, of your customers is going to post a negative review about your company’s products or services. You can hang your head in shame, lament the fact that your product didn’t live up to the claims you made about it, OR you can activate your brand advocates. Amplifinity suggests the latter.
Following are 7 ways to get your brand advocates working for you – as recommended by the smart people here at Amplifinity:
Molly McFarland, Marketing Director
mmcfarland@amplifinity.com
1.) If you have a customer testimonials page, which Amplifinity can create for you (click here to read how), your company can point links to wherever the negative comment resides, thereby inviting your loyal advocates and influencers to post rebuttals.
2.) You can communicate with all advocates who have recommended your products in the past, letting them know that their favorite products are “under attack.” Then, ask them for their assistance in setting the record straight. Loyal brand advocates will be more than happy to help.
3.) Simply having enough user-generated reviews and comments will automatically help drown out a lot of the negative chatter.
Steve Rozanski, Manager of Business Development
srozanski@amplifinity.com
4.) Engage in a Word of Mouth program that keeps your brand advocates engaged on Facebook and Twitter. When a not-so-positive post goes up, link to it. Your advocates will go to that link simply to see what is there, and get involved with the conversation!
5.) Once a quarter, send out an email listing all the places where your company feels it is getting a bad shake. Advocates will go there and mitigate the damage done.
6.) When you see a bad comment and an advocate who helps by providing a good one, give them something – nothing big, just a little thank you. Nurturing them in that way will promote their continued loyalty.
Dick Beedon, Founder and Chief Advocacy Officer
dbeedon@amplifinity.com
7.) If a web site is getting you low ratings as a brand, you can use a platform like ours to create an entire publishing campaign with the specific goal of lifting your overall score.
Amplifinity knows that negative reviews happen; we can show you how to turn negatives into positives using our platform. Get in touch and we'll show you how.
Written by Theresa Trevor