Being a part of an online community through social networking and blogging can be an extremely positive opportunity for your company to address your audience and facilitate communication. However, when negative feedback strikes, the news travels fast. That's why it's important to pay close attention to your online forums such as Facebook, LinkedIn and Twitter. In addition, have a proper plan of action in place so you can turn the negatives into positives quickly and effectively. Taking this proactive approach demonstrates that your company is responsive and wants to do the right thing for your customers.
There are several types of negative feedback which may appear in your online social forums or on your social media accounts. It can take the form of constructive criticism or problems your customers are having with a product or service. These comments can actually be positive by helping you better serve clients. Customers, however, may also leave complaints to voice general dissatisfaction. Having a large amount of spam comments can also be considered negative. Spam comments are posted by automated computer systems, usually used to repeatedly post unwanted links to other websites. It can be a detrimental distraction from useful and more important aspects of your business online.