How do you manage and respond to customer feedback and satisfaction on social media and online reviews?

The best is to gain visibility before it goes public. Stay in the loop with sales teams, customer retention and customer support, getting info early on. Give your team the tools to resolve issues before it escalates to various platforms. It's not always about being right. Perception is reality here, and even if your team thinks they are in the right- that may not be the point. And above all, be honest and transparent.

Every online conversation has three sides: Your side, my side, and the side of everyone else who is watching. I always advise clients to keep this in mind when responding to customer feedback, especially if it's negative. And please respond MUCH faster than 'within 24 hours'. That wasn't acceptable in 2014, much less in 2024. Every minute that you wait means a greater chance that you will have to respond not only to the initial complaint, but any additional comments to that complaint. Shoot for responding within an hour to communicate to the customer complaining that you are taking their complaint seriously AND to lessen the chance of having the initial complaint trigger more comments to respond to.

Consider taking the conversation off line to dig deeper into the issue, and always make sure you have all the facts so you can have an intelligent conversation. Good solutions come from good facts. And teachable moments for teams that interact with customers come from the details. If you and your teams are customer centric and act with integrity, then your team will do right by your customers, and customers will appreciate the helpfulness to resolve their issue.

Stay Professional: - Maintain a professional tone in your responses, even when faced with negative feedback. Avoid getting defensive or engaging in arguments. Show empathy and a willingness to resolve issues.

When a business responds to a review or public comment, it's not just a one-on-one interaction with the individual customer. Other potential customers may also be observing the interaction, either because they've experienced similar issues or they're simply browsing. Therefore, the response should not only address the specific customer's concerns but also communicate the brand's values and voice effectively to anyone who may be watching. This approach helps maintain a positive reputation and reinforces trust with both current and potential customers.

It is less about resolving issues in contrast to recovering brilliantly. This way a 'negative' can be turned into a brand builder. From personal experience @nakedwines were late for a delivery of wine. They contacted me directly, explained what had happened, apologised for the wine being a few days late and threw in 3 wines that were similar to the wines I'd ordered. Brilliant. And I have told many people about this experience. You do need to track which customer might start to 'take the p*ss'. We have previously invited these people into the office to give us feedback. The ones who take us up on this tend to give us some great insights on how we can be better. The ones who don't respond tend to stop abusing the system.

Address Negative Feedback Privately: - For more complex or sensitive issues, consider taking the conversation offline. Provide contact information or ask the customer to direct message you to discuss the matter in more detail. Apologize and Take Responsibility: - If there's a legitimate issue or mistake, apologize sincerely and take responsibility. Customers appreciate brands that admit mistakes and show a commitment to improvement. Provide Solutions: - When addressing negative feedback, offer solutions or steps to resolve the issue. This demonstrates a proactive approach to problem-solving.

Acknowledge Positive Feedback: - Acknowledge and express gratitude for positive reviews. This reinforces positive customer relationships and encourages others to share their positive experiences.

Managing and responding to customer feedback on social media is crucial for maintaining a positive brand image: Monitor Actively: Use tools to track mentions and reviews across platforms, ensuring you stay on top of your online reputation. Respond Quickly: Aim to reply within an minutes, not just 24 hours, to show customers you value their feedback. Resolve and Recover: Turn negatives into positives by offering solutions and going above and beyond in customer service. Encourage Positivity: Actively request positive reviews from satisfied customers to boost your brand's online presence.

Managing and responding to customer feedback and satisfaction on social media and online reviews is crucial for maintaining a positive brand reputation and building customer trust. Few steps to effectively manage and respond to customer feedback  Respond Promptly  Show Empathy and Understanding  Avoid Deleting Negative Comments  Offer Solutions or Compensations  Thank Positive Feedback  Learn from Feedback  Train Your Customer Support Team  Encourage Positive Reviews The way you respond to customer feedback on social media and online reviews can leave a lasting impression on both the individual customer and anyone else reading the exchange. Strive to maintain a positive, respectful, and helpful approach in all interactions.