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How to Deal with Negative Comments or a Brand Reputation Crisis?

Updated: Oct 14, 2023

[negative brand reputation] - How to deal with negative comments or a brand reputation crisis - [how to deal with brand reputation crisis]
Photo by Anna Shvets [Pexels]

Deal With Negative Comments or Brand Reputation Crisis:

Struggling to deal with a negative brand reputation or negative comments?

A negative comment is more likely to be heard in a public setting than in private, so it may be more difficult to deal with.

However, you can respond in a way that shows that you are taking the negative comments seriously and that you are working to improve. In order to give you more information, let's go deeper.

How To Deal With Brand Reputation Crisis?:

Here are the top 5 strategies to deal with negative comments or a brand reputation crisis:

1. First, understand why the situation is happening. Are your customers disengaging or complaining? What is causing this situation?

2. Once you understand the situation, talk to the people involved and find a resolution. If a complaint is valid, try to fix the issue or come up with a solution.

If the customer is wrong or just has a different experience than you, explain why that's okay and what can be done to make things better.

3. If the negativity is from a brand reputation crisis, you might not be able to change it. However, you can accept it and learn from it. Then fix the problems you notice in your company and your brand.

Make sure they are not repeated so that everyone understands what is and isn't acceptable behavior.

4. Take positive steps forward to turn things around. Try new marketing approaches or product changes to improve your brand reputation. Don't be afraid to make mistakes and learn from them.

5. Finally, you can also offer a customer loyalty program that helps directly in improving the brand positioning and brand image through existing customers.

The review handling workflow procedure outlined below [Infographic] may be more effective in strengthening opportunities to assist the above initiatives.

How to address reviews [Brand Image and Brand Positioning] - [negative brand reputation]
How To Handle Reviews [G2]

Pro-Tip: You can also try to turn the conversation around by asking specific questions about the situation or the person who made the comment.

This can show that you are taking the situation seriously and that you are interested in learning more about it.

Overall, keep the conversation focused on how to improve your brand or product in the market and how to improve interactions with customers that would help effectively in dealing with negative comments and also improve brand reputation.


What is Negative Brand Reputation?:

Negative brand reputation refers to the negative perception or image that a brand or company has in the eyes of the public, customers, or stakeholders.

It is the result of various factors such as negative reviews, customer complaints, scandals, product recalls, unethical practices, or any other actions or incidents that tarnish the brand's image.

What is Brand Reputation Risk?:

Brand Reputation Risk refers to potential harm or damage that a company's reputation can suffer due to various factors. Some of these could be due to:

  • negative customer experiences,

  • poor product quality or service delivery,

  • repeated complaints,

  • an environmental scandal,

  • data breach, or

  • any other unethical practices.

How a company handles such crises and communicates with stakeholders during these challenging times plays a vital role in shaping public perception.

It is therefore essential for businesses to have a crisis management plan in place to mitigate potential damage and rebuild trust.

Here's an information that you may also find helpful - How can a brand audience be improved?

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