THE BAD: A negative review can seriously impact your BRAND IMAGE. THE GOOD: With Social Media, you have the opportunity to relatively easily TURN-the-TIDE. THE HOW: 1) Be SELF-REFLECTIVE - Did you mess up? If so, ADMIT IT. 2) Address the ISSUE, not the PERSON - Getting into a back-&-forth will appear DEFENSIVE & PETTY. Speak to the REAL ISSUE, and what you are doing to RESOLVE it. 3) Be YOUR TRUE SELF - Regardless what they say, don't respond OUT-OF-CHARACTER. 4) Reinforce YOUR TRUE IDENTITY - Focus on who YOU ARE, what YOU STAND FOR, and what YOU REPRESENT. 5) Offer to MAKE IT RIGHT - No one is expecting you to be PERFECT. If you MESS-UP, they are expecting you to FIX IT. Act with INTEGRITY in ALL you do, & you'll be OK.

Own it. Acknowledge the issue publicly—don’t sweep it under the rug. Respond with transparency, address the concerns head-on, and offer a genuine solution. Engage positively with your audience, showing that you're committed to fixing the situation. Then, shift the focus by sharing customer success stories, positive reviews, and valuable content to rebuild trust and balance the narrative.

I once faced a viral negative review that threatened our brand's reputation. The first step was to respond quickly and acknowledge the issue. I expressed empathy and offered to resolve the problem privately. This showed others that we care about our customers. Next, I encouraged satisfied customers to share their positive experiences. This approach helped shift the narrative and rebuild trust with our audience.

Respond Promptly: Address the review quickly to show you care. Empathize: Acknowledge the customer's feelings and apologize for any inconvenience. Offer Solutions: Propose a resolution, whether it's a refund, replacement, or improved service. Take it Offline: Invite the customer to discuss the issue privately to avoid public escalation. Leverage Positive Reviews: Highlight positive feedback to balance the negative. Engage with Your Community: Interact with followers to build trust and loyalty. Learn and Improve: Use the feedback to identify areas for improvement. Transparency, empathy, and action are key to turning a negative situation into a positive opportunity.

Dealing with a viral negative review can be daunting, but it presents an opportunity for brand growth. For instance, in 2022, a major hotel chain faced a viral negative review regarding service. Instead of ignoring it, they promptly responded publicly, acknowledging the issue and offering a resolution. This transparency not only turned the situation around but also boosted their online ratings by 20% in three months (source: Harvard Business Review). Engaging with customers, showcasing improvements, and sharing positive stories can reshape public perception. Remember, authenticity in your response can convert detractors into loyal advocates, as seen with brands like Dove and Starbucks.

One bad review going viral? Honestly, it’s not the review that’ll hurt you it’s how you handle it. Too many brands go silent or defensive when they should be jumping into the conversation. Own the mistake, respond publicly, and show how you’re fixing it. People will trust you more for being real than pretending you're perfect.

Quando uma avaliação negativa viraliza, a primeira coisa que faço é respirar fundo e encarar de frente. Aprendi, na minha trajetória com marketing e marketing social, que cada crise é também uma oportunidade de conexão genuína. Então, respondo com transparência, assumindo erros se houver, e mostrando o que estamos fazendo para melhorar. Engajar com empatia transforma críticos em aliados. E já vi isso virar o jogo mais de uma vez! Não se trata de apagar o problema, mas de usá-lo para fortalecer a marca. No fim, uma crise bem gerida é uma chance de humanizar a empresa, criando uma história que as pessoas realmente querem compartilhar.

Importante não se envolver emocionalmente com a situação, precisa haver racionalidade na avaliação e de fato buscar resolver a questão e como evitar novas situações. Ignorar ou rebater são as piores situações que deve evitar.

Acompanhe o que está sendo dito sobre a avaliação nas mídias sociais. Ferramentas de monitoramento podem ajudar a rastrear menções e sentimentos em tempo real. Analise a avaliação para entender seu conteúdo e o impacto. Determine se é uma crítica válida ou uma reclamação infundada. Essa análise ajudará a definir sua resposta. Crie uma mensagem clara e consistente que aborde a situação. Se a crítica for válida, admita o erro e explique como você está trabalhando para resolver o problema. Responda a comentários e perguntas de forma ativa. Engajar-se com seu público pode ajudar a mudar a narrativa e mostrar que você está ouvindo. Continue monitorando a situação após a resposta inicial.