Really listen
The first step to thwarting an attack is to know that one had been launched and the only way you can do that is to be listening – everywhere. With free Google Alerts, which send you instant updates when your brand is mentioned online, or paid monitoring tools such as Radian6, it has never been easier to monitor your social presence and to stay on top of what people are saying about your brand.
Nip it in the bud
One negative comment has the potential to spiral out of control as “friends” quickly become foes. By responding immediately you show them that you care and are listening (always sure to win you some points) – allowing you to keep the crowd under control and minimize damage.
Turn the other cheek
It can be tough to stay calm and be friendly when negative comments about your brand are flying. The natural reaction might be put up your dukes and fight back, but this will only escalate things and cause you to lose face – and even worse customers and potential customers. If you made a mistake, the best thing you can do is admit you were wrong. There is no reason for companies to fear that acknowledging fault or error will lead to a loss of trust. On the contrary, by being open, honest, humble and sincere you can actually turn a threat into an opportunity and build customer loyalty.
By having a plan, monitoring your online presence and responding immediately to attacks in a friendly and honest way, you can use a social media attack to your advantage and strengthen your relationships with followers, fans, customers, prospective customers and the community at-large. Let us help you create your social media plan of attack. Contact us today!