4 Smart Ways To Turn Negative Feedback Into A Positive One

by Purvi Dalvi Writer

Marketers tend to face negativity and backlash. An angry customer would rant, ideas are shot down, the potential clients will opt for the competitors’ product. It feels like someone stung on our hard work. So, how to remain headstrong when the marketing efforts go in vain? It is not easy, always. This is where reputation management plays a crucial role.

The reputation management company in India prepare a strategic plan that tackles these negative comments positively. The standard and smart ways recommended by reputation management companies are –

Learn: The most common suggestion given by reputation management companies are to learn from the feedback. Identify if the feedback is useful or garbage. There are people in the world who will only see the negative. There are two ways to consume the input – a confirmation that you suck or how to improve. Also, it comes down to your mindset. Have you successfully accepted what you are told? Do you persevere and turn around the negative reviews? The most crucial role of a marketer is to listen to the feedback with open ears. You can say ‘thanks’ and try to analyse how you can improve on what the customer said. Do not get defensive immediately. Criticism can be invaluable. But the trick is to understand where it is coming from, reflect, and then react.

Ignore: Feedbacks come from people who do not have the same level of expertise as you do. Some criticisms are indeed invaluable. These come from online trolls. Some have the mask of anonymity while raising their voice on the internet. This is also termed as online disinhibition effect. It is in places like Reddit, Twitter, and Facebook is also the place where you could face online mod mentality. People often corner a company out of jealousy. Sometimes, it is better only to listen, respect, and trust the feedback.

Hear: Some other time, you can choose only to hear and acknowledge what other people share. A lot of time, people only want to know what they have heard. Hear the comments, say thank you, and move on. After experimenting with your products and experiencing failure at some point, people have taken time out to say something about the brand. What the reputation management company in India asks the vice present of the marketing to do is respond to the negative feedback as the public may be surprised to see your response.

Own up: Humans tend to immediately reject all forms of criticisms. We take it personally. Owning that feedback and working towards it is the first step to the growth of the company. Negative criticisms elicit some form of emotion, as well. A lot of the products are launched after tremendous research. So, might as well accept the criticisms and fact-check them later.

Remember to take every review with a pinch of salt. After all, you have put in all your energy towards the product. Naysayers will focus on pulling you down. But ultimately, you need to look out for ways to brush them aside and move ahead.