Today on Sprout Insights...

Author: Jennifer is a former sorority girl turned geek, writer, and mobile app enthusiast. She has worked as a community manager/social media strategist for several startups. Most recently she has been writing for Sprout Social and Today’s iPhone. Jennifer is passionate about social media, apps, and kinesiology – she literally has a skeleton in her closet.

7 comments
Sprout Social
Sprout Social

Glad you enjoyed the webinar, Mark! I think every brand handles negative feedback and trolls differently (if any of our fans have dealt with this, feel free to chime in!). Negative feedback: Take it for what it is and think about how that feedback could help improve your business or service (and thank them for the input!). Trolls: In my experience, and from what I've seen work well for other brands, responding promptly and publicly in a professional, patient, and friendly manner works well. Do everything you can to diffuse the situation or resolve any issues. Publicly apologize. However, there are some instances in which nothing you say or do can turn things around, at which point, I'd say move on. Other customers will see that you're listening, sincerely trying to fix any mistakes, and will be able to recognize it as a troll as well.

Mark Dadson
Mark Dadson

I have a question , How do other brands deal with negative feedback? and trolls?

Dennis Dougherty
Dennis Dougherty

So a new Facebook that looks more like the old Facebook.

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