When Dealing With Negative Sentiment on Social Media is a challenge. While it may be tempting to use foul language, stay professional and stay on topic. Remember that social media is for business and not personal interaction, so be professional and avoid making promises that you cannot keep. Below are some tips to keep in mind. Keep reading to learn more! Hopefully, these tips will help you better deal with negative sentiment on social media.
Respond in a helpful and genuine manner
If you’re dealing with negative sentiment, you should respond in a positive manner to ease the upset feelings of upset customers. Responding in a timely manner to customer complaints will help to repair damaged relationships and strengthen your brand image. To respond positively, try picking up on the keywords that the customer has used to describe their experiences with your product or service. Be respectful and courteous, and try to establish a human connection.
Avoid negative sentiment
While it is always important to respond to customer complaints, you may find it challenging to deal with a tidal wave of negative sentiment. The best approach is to respond in private if a complaint is legitimate. While it may be overwhelming, social media analytics can help you prioritize the feedback you receive. Once you have identified the most common concerns and issues, you can then respond to them. Then, follow up with each customer to ensure they’re satisfied.
Often, negative sentiment occurs when conflict and arguing have built up, and the other person has no longer given you the benefit of the doubt. This scenario can play out in a relationship: one partner asks the other to come home on time, the other asks the same of you, and the other person responds with negative sentiment. While this scenario may seem dramatic, it is quite common. By understanding how negative sentiment works in relationships, you can combat negative feelings and prevent them from affecting your relationship.
Combine different sentiment analysis to understand how people perceive your brand
If you’re not sure how to measure the impact of your marketing campaigns, sentiment analysis is one way to find out. The process of monitoring how people feel about a brand can help you understand what’s driving those feelings, and what you can do to improve your brand. To do this, you need to combine different sentiment analysis techniques, and look for patterns among these data sets. For example, you can combine positive and negative sentiments, or use a 5-star rating system to understand how people feel about your brand.
Sentiment analysis tools are especially helpful when paired with thematic data to better understand how people feel about a product. In one case, the brand X’s customers said that the “bad update” was the biggest negative contributor in the past quarter. Another example would be the customer sentiment surrounding an upcoming product release. By using these keywords, the company could determine which features customers value most. Similarly, the same analysis might reveal which competitors have positive or negative sentiment around certain features.
About The Author
Pat Rowse is a thinker. He loves delving into Twitter to find the latest scholarly debates and then analyzing them from every possible perspective. He's an introvert who really enjoys spending time alone reading about history and influential people. Pat also has a deep love of the internet and all things digital; she considers himself an amateur internet maven. When he's not buried in a book or online, he can be found hardcore analyzing anything and everything that comes his way.