How Brands Should Handle Negative Comments
Sooner or later a negative comment will land on your page. Ignoring it usually does more damage than the comment itself. Respond quickly, be human, be grateful and offer a solution. [more]
We manage
Running a brand page is mostly listening. This section collects our guides to the daily work of community management: answering comments, handling complaints and reviews in public, and building the kind of community that keeps coming back without being bribed.
Every guide is written for the person who actually holds the login, whether that is an owner, a marketer or a part-time community manager.
The 4 P's of Creating Community on Social Media
Community lets you build relationships beyond the transaction, and those relationships turn into loyal customers. Be personable, use pictures, participate and do not over-promote. [more]
Haters Gonna Hate: Dealing with Negative Reviews on Social Media
Social media turned customer service into a public stage. Bad reviews are part of doing business; what matters is how you respond. Lessons from brands that got it right and very wrong. [more]