No brand is safe from experiencing negative feedback — everyone has critics. But it’s how you handle the criticism that separates you from everyone else. People appreciate honesty, and if you’re willing to engage genuinely with your unhappy customers, you can earn their love and respect right back. In the video below, Rogers Communications’ Keith…
Tag Archives: response
Video: Rogers Communications’ Keith McArthur on how they’re turning their harshest critics into brand ambassadors
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From the book: Dealing with crackpots, fake reviews, and stealth competitors
This week we’re talking about how to deal with negative word of mouth using tips from the new chapter in the revised edition of Andy Sernovitz’ best-seller, Word of Mouth Marketing: How Smart Companies Get People Talking. Sooner or later, you’ll run into someone who hates your guts They attack, you offer to fix it,…
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From the book: Responding to negative word of mouth
This week we’re talking about how to deal with negative word of mouth using tips from the new chapter in the revised edition of Andy Sernovitz’ best-seller, Word of Mouth Marketing: How Smart Companies Get People Talking. When it comes to negative word of mouth, you should almost always respond. Some exceptions include: A really…
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