How do fashion brand react to negative comments in social networks?

For example, an accusation of plagiarism, criticism of quality, etc.

What do you think?

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10 Comments

  1. If this is trolling, then either make fun of if there is a resource and talent or ban on it.
    If the criticism is unfounded, to argue why this is not so, and to argue with evidence.
    If the criticism is justified, apologize, thank for feedback, explain what will be done or already done to rectify the situation.
    Now, in short, then

  2. If this is trolling, then either make fun of if there is a resource and talent or ban on it.
    If the criticism is unfounded, to argue why this is not so, and to argue with evidence.
    If the criticism is justified, apologize, thank for feedback, explain what will be done or already done to rectify the situation.
    Now, in short, then

  3. React calmly: negativity is the same feedback as positive. Only you need to deal with the context. Put up for the review. The man spent time to describe the problem of which he encountered or maybe his expectations did not live up to some aspect. Identify the problem. Understand whether a real problem or not. If real – see at what stage she crawled out and write to the person that they saw the problem. If the problem is unrealistic, try to tell how it should really be. Decision. Write how you will solve the problem: you can make a free return, or you will send a gift, or maybe a promotional code for future gifts or reimbursement of part of the funds. It all depends on the problem and which solution is better.

  4. It all depends on positioning. There is a Tone of Voice for an audience, the brand can ignore, the brand can joke, the brand can even conflict it is important to do the analysis of the target audience and choose tonality and what else is important to classify the negative of what emotional shade? For example. Is this really a client/subscriber with a problem? Is this a bot? Is this a troll? And for all situations you need a script

  5. The MARIA GUSAKOVAVASTS is still worth analyzing comments, including negative ones. It is necessary to understand whether this is constructive criticism or a negative comment due to a bad mood/desire to bring the brand to the reaction. In any case, a negative comment is questioning the reputation of the brand. Any user who wants to purchase a product will face a review and form an opinion about the product not in favor of the brand. Therefore, it is important to solve this problem: we read to the comment and try to understand: why the user is dissatisfied with the purchase and how it is reasonably. We show sympathy. It is important for the user that he is heard and understood. We give an answer, reinforcing examples/photos/videos and the ability to contact a consultant in order to solve the issue personally.

  6. Good afternoon! In my opinion, first you need to study the comments: what they are and how written. Then analyze which reviews are more. If they are associated with the real state of affairs, for example, the quality of products, then you should pay attention to the processes of production and try to fix them. If these are just curses that are deprived of meaning, then I think it will not be more competent not to enter into discussions – only you will warm up the interest of such characters and increase the number of such comments. In special cases, replenish the black list. But it is still worth starting with analytics, because the negative is a feedback that will help to make work better.

  7. Any negativity must be correctly processed, but there are exceptions: intentional trolling, insults, unreasonable aggression and the rest that does not even fit into the framework of banal etiquette. Everything else needs to be answered. If you were accused of plagiarism, then first you must answer this question for yourself, and then reasonably answer the commentator. Plagiarism can be different, it must be borne in mind. If you criticize quality, figure it out in a particular case. This is constantly happening or this client came across a defective product. In this case, make a free replacement or a refund and be sure to give some other bonus to this. For example, a discount on the product or the next visit. So you motivate the client not only to stop negating, but to come to you again.

  8. Initially, you need to qualify a negative comment in one of the 2nd categories: a really negative client / bot / order / order / inadequate with 2 points is clear (delete + banning), then with 1 everything is not so unambiguous. You need to enter the client’s position, try to get into his place and really solve the problem. Moreover, you also need to show that you want to solve its problem so that others see your involvement. Do not use standard unsubscribes / templates, they cause only additional negative. Speaking of criticism, you need to perceive it with a cold head and understand whether it is really justified. Let me give you an example: a person criticizes the quality of clothing. You can ask if he bought clothes in this store. If so, where, when, when and what unit of goods (to check the ruler). This option is knocked down by arrogance with 90% of the commentators, and this is all better than arguing and answering in the spirit “No, you are wrong, we have everything high -quality”

  9. A small percentage of negative comments inspires trust and creates the appearance of objectivity. It is important that a certain threshold is not crossed, when the negative will outweigh the positive. There is still such a thing “not to feed the worm.” To respond in general to all users, not a specific troll. Ideally, get a positive review from a real consumer for a negative review.

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