Chance to showcase upcoming improvements
If you receive unsatisfactory feedback from an unhappy customer but the issue at hand is something that will soon be fixed, respond by letting them (and the people who read your response) know that your brand is already in the process of making improvements. Not only are your responses for the people who write them, but they can also help influence whether or not prospective clients choose to do business with your brand based on your customer support.
There may be times where customers might not be aware of your brand’s latest improvements, and they could complain across social media that your brand doesn’t provide a service it does in fact offer. If you ever encounter any negative feedback that states incorrect comments about your brand, you can do either of the following:
Public response – Be positive and informative when publically responding with the correct information
Private response – Personally message them to share the correct information and kindly ask them to remove or edit their review/comment
In addition, having access to a media contact database allows you to quickly search for the contacts that can help uplift your brand and influence your audience before the negative mention continues to unravel and make its way to other people interested in partnering with your brand. Plus, if you receive negative feedback from a highly accredited source or media professional, it may be difficult to access their contact information and reach out to them without the help of a database. This could be a missed opportunity for allowing others with great influence in your industry to help elevate your brand’s name by turning your negative mentions into positive results, so make sure you have a reliable media contact database in your toolbelt.