7 Brands That Handled Negative Social Media Comments Like a Boss
By Afia Ahmad
We all know the power of social media. Almost every company, person, activity, or event relies on it. We turn to social media for updates as well as to get a good idea about a brand/person’s personality.
Did you know the way brands handle negative comments also influences customers? A wrong response can damage a company’s image. While negative comments are unavoidable, some companies have smartly used them to their benefit. Here are some of those:
When you think of MTV, you probably think of a cool, trendy music channel that is on top of their game, but hey they make mistakes too! They wished legendary singer/songwriter John Lennon a very happy birthday and a joyous year ahead. Nothing wrong with that? Well, except that John Lennon died back in 1980!
The trolls gave MTV a bad time for the comment, but they responded to the negativity like champs! Their response - To all the John Lennon fans - Long live John Lennon. We made a mistake. We are sorry. You want to be cool? Keep tweeting! We love trolls!"
Picture Courtesy - suprabhsnehi
When MAC had a problem with racist and negative comments flooding their Twitter account, they didn’t attack the attackers, they instead updated their bio - The Official M-A-C Cosmetics Instagram.
All Ages, All Races, All Sexes. They also quickly deleted all the negative comments to show that theydo not tolerate racism or hatred. Their response was subtle, they just commented on the racist responses with a kiss.
Picture Courtesy - sheilas.org
Zomato always has a humourous and quirky take on things, this also applies to the company’s social media responses. This fun, light-hearted attitude was clear when they were criticised by Amazon for their logo change, but as you can see their response was epic:
Picture Courtesy - thebrandessence
If you follow Adidas on Twitter you probably have seen the fuss made about their Valentine’s Day post, the one suggesting that two girls are kissing. Their Twitter account received a lot of hate from homophobic followers. Their reply was simple and kept the focus on their campaign theme, which was love. Their response - No, this day is for LOVE. Happy Valentine’s Day. They even added an emoji kiss to each response.
Picture Courtesy - bluebus
Under the Pizza Turnaround Campaign, Dominos reached out to those who wrote negative reviews about their pizza. The brand encouraged these people to try their new pizza recipe. It shows that they listened to what customers had to say and responded with a great resolution to the problem, and it worked!
Picture Courtesy - mikeproulx
After the Eyjäfjälläjökull eruption in 2010, KLM knew the importance of reaching out to their customers via social media. They had plenty of angry and irritated customers tweeting them. They knew keeping their customers waiting was not going to do them well. That’s when they announced that they will never take longer than 50 minutes to respond! Their quick and eager to help responses have earned them great customer support.
Picture Courtesy - momentology
They are known to be great at managing their customer complaints on Twitter. Each customer gets a response within 10 minutes! They also focus on adding value in their responses and not just answering questions or complaints. Their quick, helpful, and non-evasive approach has earned them high regard and a ‘boss’ status in the social media world.
Picture Courtesy - Kissmetrics
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