Negative Word of Mouth, Adapt and Overcome

Word of mouth advertising is what occurs when a consumer talks abut your business and this pattern continues through various avenues. Positive comments about your brand can lead to increased sales and successes. While negative word of mouth can  damage and sometimes even destroy a business. Negative word of mouth initially starts with two or more people  discussing a bad consumer experience. Is your business experiencing negative word of mouth? Second Chance Solutions is here to assist you in adapting and overcoming this. The bright side of this negative experience is that it demonstrates where your brand is failing and where there is room for improvement.


1. Confront the source
Its important to know what the complaints are, and where they're coming from. What happened with in your company to cause these feelings, or what happened with your product? these are questions you will have to ask about your company.

 2. Acknowledge Wrongs
Whether you feel you were wrong or not acknowledge the wrong or the feelings of others. When people are upset they want to be heard and they want to know you care, so show them that you do. Often times companies fail to acknowledge their consumers feelings.

3. Make Amends
Most initial reactions are to fight the fire with fire, meaning you see negative comments and you respond with negativity. Negative comments only fuels the fire, so how about  fighting the fire with water, this extinguishes it. If replacing the product makes them feel better replace the product, if their service experience wasn't good offer a second try at a  discounted rate. MAKE IT RIGHT!

4. Promote Positivity
Find consumers who view your brand positively and ask for their help in promoting that positivity. In addition once you have made it right with those who had the negative response, ask them to acknowledge your efforts in fixing the situation via positive word of mouth.

 

ADAPT AND OVERCOME!

Its important for your company to adapt to changes. You may have to change company practices or product structure or whatever the issue is its important for you to be open to changing to eliminating the issues. If you take the proper steps overcoming negative word of mouth is simple.


Brieanna Roper

Resources:
http://youtu.be/SunElY0sHs0