Your brand is under fire from an influencer on social media. How will you handle the criticism?

Respond quickly with empathy and openness, recognising the problem. Provide accurate facts to avoid misunderstandings. Engage positively with the influencer and community, indicating your commitment to resolving the issue. Implement remedial actions as needed and share these processes transparently. Closely monitor the issue to ensure that all concerns are handled. Use this moment to highlight your brand's values and dedication to client pleasure. Learn from comments to better your products or services. Maintain professionalism and avoid defensive answers. Transparency and proactive participation can assist to regain confidence and reduce reputational damage.

When your brand faces criticism from an influencer, respond promptly and professionally. Acknowledge their concerns and express a willingness to listen. Investigate the issue internally to understand the root cause. Engage with the influencer directly, either publicly or privately, to discuss their concerns and offer solutions. Transparency is key—if there's a genuine issue, admit it and outline the steps you're taking to address it. Keep the tone respectful and avoid defensive language. Use the opportunity to showcase your commitment to customer satisfaction and continuous improvement.

Navigating criticism from influencers on social media requires a thoughtful approach. Before responding, take a moment to truly listen. Understanding their perspective is key to addressing concerns effectively. By showing empathy and a willingness to engage, you build trust and set the stage for a meaningful dialogue. Remember, transparency goes a long way in shaping perceptions and maintaining brand integrity.

It's crucial to listen carefully to the criticism from the influencer and understand their concerns. We prioritize gathering all the details before jumping to conclusions. This helps us address the issue accurately and show that we value feedback, even when it's negative. By listening first, we can craft a more informed and empathetic response.

One thing I have found helpful is to not take all criticisms personal. Often influencers may say things that are not necessarily subjective and true. Influencers use their social platforms to express their views that could be influenced by other factors, such as having a bad day, a fight with their partner or simply just not being in a good mood and state of mind. I suggest to always take each criticisms with a pinch of salt. Everyone has a right to express their opinion but does not necessarily mean their view is the right one.

When faced with criticism from an influencer, it's crucial to assess its potential impact on your brand. Consider the reach and credibility of the influencer, and evaluate the gravity of their comments. Responding appropriately demonstrates accountability and a commitment to customer satisfaction. Whether it's a clarification or a more comprehensive response, your actions can influence how your brand is perceived amidst public scrutiny.

Avalie o impacto potencial dos comentários do influenciador na sua marca, considerando seu alcance e a gravidade das alegações. Isso ajudará a determinar a resposta adequada. Para críticas menores ou mal-entendidos, um esclarecimento simples pode bastar. Para reclamações graves que possam afetar a confiança do cliente, uma resposta mais abrangente é essencial. Ajuste sua resposta ao nível de impacto, garantindo que a comunicação seja clara e eficaz.

Severity of issue, influencer's reach, accuracy of the claims, any evidence of troll boosting tactics, risk management, all mean what is this going to cost us and if its true are we going to address the specific issue and fix the root of the problem? For instance, if someone said a CEO did something in another country when he was clearly in a live interview on the other side of the world, just be TRANSPARENT. Same for highly offensive or damaging things, transparency and a common plan of action from your risk management. Why is a cost to us question instead of did we do the right thing or make the best product we could have? Concept example: Whoops, got busted mixing rat poison in consumables, what's the cost? #Ethics #Transparency

United Airlines faced severe criticism from an influencer over a passenger incident. They assessed the impact by considering the influencer's reach and the severity of the claims. Recognizing the potential damage to customer trust, United issued a comprehensive response, including policy changes and public apologies. Evaluate the potential impact of the influencer's comments on your brand. Consider their reach and the severity of the claims to determine the appropriate response level. Minor issues may need simple clarification, while serious claims require a comprehensive response.

Nem todas as críticas são criadas iguais. Faça uma análise criteriosa do impacto da crítica. Avalie o alcance do influenciador, o tom e a gravidade da crítica, o potencial de danos à reputação da marca e o sentimento geral da comunidade online. Priorize as críticas mais urgentes e que representam o maior risco à sua marca.

Be honest if there has been a gap in the product/ service expectations. Apologise publicly and take the conversation private with the influencer to resolve their issue. Ensure that the solution you provide is something that you would give to everyone else in a similar situation so that ethical compliance is also there. Post the solution, request the influencer to inform their followers publicly on how the brand proactively solved their grievance so that no doubt persists about the product/service.

Após avaliar a situação, elabore uma resposta ponderada e respeitosa. Aborde diretamente as preocupações do influenciador e forneça o contexto necessário. Reconheça qualquer erro e descreva as ações que estão sendo tomadas para corrigir o problema. Certifique-se de que sua resposta reflita os valores da sua marca e mostre um compromisso com a satisfação do cliente.

Response to the situation and the root issue. Addressing the influencers concerns isn't always the best solution as evident in recent times has a lot of negative consequences that is similar to hot potato effect aka real to nominal transmission mechanism that is like redirecting danger by giving it more power. If it's true and severe, address it head on with transparency according to your risk management plan. Whatever the issue address accordingly since you are not going to declare bankruptcy because a $20 lamp got broken or someone was slightly rude which is a matter of opinion. Be mindful, ethical, transparent, use clear communication or none (situational), reflective, objective, and simply use the Golden Rule and improve. #ethics

Apologize publicly if something hurt someone or if they misinterpreted your post or intention. People usually judge without really knowing what happened. Talking to the influencer who is causing this problem is extremely important to resolve everything peacefully. Always be polite in your approach.

JetBlue faced criticism from an influencer about flight delays. They crafted a thoughtful response, directly addressing concerns, acknowledging the inconvenience, and explaining the steps to improve. This response, reflecting their commitment to customer satisfaction, helped mitigate negative impact and rebuild trust. Craft a thoughtful and respectful response once you've assessed the situation. Address concerns directly, provide context, acknowledge mistakes, and outline rectification steps. Ensure your response reflects your brand's voice and values, and shows a commitment to customer satisfaction.

Domino's faced criticism from an influencer about delivery issues. They engaged publicly, responding directly to the influencer and addressing concerns transparently. This public engagement demonstrated accountability and helped quell concerns among other customers, improving their public image. Engage with the influencer and their audience publicly, showing accountability. Keep statements professional and focused on resolving the problem. Avoid defensive or confrontational language to maintain a positive brand image.

Applying a good risk management plan based on the situation that dictates the approach either direct or indirect, severe or minor, both can be addressed with transparency and accountability. For instances, if a meme circulates that your brand eats babies seeded by a specific influencer make short vid of manufacturing process or your employees eating regular food. More subtle methods can be a decent donation to a mental health organization without any direct mention of the meme plus it's a tax write off and good PR that can elevate the response PR organically since you are already trending. A great Consultant, PR specialist, Exec, and Brand Manager should be creative, honest, transparent, accountable, and have a sense of public duty.

Engaging publicly with the influencer and the audience demonstrates our commitment to transparency. We respond directly on the same platform where the criticism was made, showing that we are not avoiding the issue. We aim to turn a negative situation into an opportunity to reinforce our brand’s integrity and responsiveness.

Engaging with an influencer who is criticizing your brand on social media requires a careful and strategic approach. Understand the criticism: - Analyze the content: Understand the nature of the criticism made by the influencer. Are they legitimate concerns or misunderstandings? Are there valid points that need to be addressed? - Identify the impact: Evaluate how the criticism is affecting the public's perception of your brand.

After addressing public criticism, the next step is to follow up directly with the influencer. This private conversation allows for deeper understanding and resolution of any remaining issues. Handling feedback with sincerity and transparency can turn critics into advocates. It's an opportunity not only to mend fences but also to strengthen relationships and showcase your brand's dedication to customer care.

Once you've handled that public response, follow up to see how you can make the influencer's experience better or recoup the situation. If you learned you had something to fix, find out if your solution does the job or if you need to take a different approach. Connecting with the influencer and following up on the problem will also create an opportunity to work *with* that influencer for the repair work and other campaigns.

Any brand manager or PR specialists that says you have to respond to every situation or follow up with every minor or major issue quite possibly might be solidifying their position to get paid to do what many people spend their evening doing usually at great unrealized costs to themselves. In general, a open and honest transparent address of the issue and root cause can usually be done in one exchange making followup unnecessary, but it is wise to have an ear to the ground in case you didn't address it throughly. For instances, if the influencer is a type person who gets a soap box to say whatever they want and have a history of unfounded claims on others, you don't schedule a press conference with them and hand them a bigger microphone.

Following up is just as important as the initial response. We reach out privately to the influencer to address any unresolved issues and to demonstrate our commitment to continuous improvement. This personal touch can help rebuild relationships and show that we take their feedback seriously.

A company with a press office hands over the contact, if at all, to those responsible at the PR agency. The aim is to (build up) a personal bond in order to de-escalate the situation on this basis.

Após a crise, continue monitorando a reputação da marca online e avalie o impacto geral da crítica. Utilize essa experiência como uma oportunidade de aprendizado para identificar áreas de melhoria em seus produtos, serviços, políticas e práticas de comunicação. A chave é usar essa experiência para fortalecer sua marca e construir relacionamentos mais resilientes com seus clientes e stakeholders.

As a brand manager or PR specialist, if you did your job well where data, feedback, and useful information from the situation was utilized to improve your brand and feed into your risk management models. Track it. The next steps is encouraging the management team to treat the valid points and exposure to weaknesses in the brand that gave traction to the claims to invest in their own brand to be proactive instead of reactive since its usually way cheaper to solve and pays dividends when sales increase. There are a few specific criteria when improving your PR and engaging in propaganda methods has more profitable results than improving your brand's products where a lot of these brands are eventually exposed, otherwise #Consistency is key!

Antes de tudo, sua marca/empresa necessita ter um plano de contensão de danos para ter o mínimo de condições de lidar com uma crise dessa, pois não é algo incomum de acontecer. Pesquisas por palavras negativas e monitoramento de comentários de outros conteúdos formas de conseguir se antecipar a possíveis crises, e ter documentado todo o passo a passo.

While you monitor the situation, document any steps your brand is taking to mitigate the issues. Make sure there is open dialogue that can also be shared on social media along the way, showing you take this feedback seriously.

If necessary, the brand should apologize if a mistake was made or if the influencer’s criticism is valid. Apologize sincerely, in public and correct the mistake. A genuine apology can often defuse tensions and demonstrate accountability.

Handling criticism from an influencer is like navigating a stormy sea. First, Listen First by scrutinizing their posts to grasp the core concerns. Next, Assess the Impact by evaluating the reach and potential damage. Then, Craft Response with empathy and a commitment to resolve the issue. Engage Publicly by addressing the criticism on the same platform, demonstrating transparency. Follow Up to ensure the issue is addressed thoroughly and keep everyone updated. Finally, Monitor the Situation continuously to prevent further escalation. Internal alignment and adaptability are crucial throughout, maintaining your brand’s integrity and trust.

This all depends on the issue and the influencer, what is the reach and what has been claimed. Importantly if your brand has made a mistake and is in the wrong then apologise and outline measures to fix it Otherwise don't engage as this only adds fuel to the fire.

In summary and in addition, no matter what the situation the brand is exposed to and as long as the business isn't politics which requires layering segmentation type considerations in a campaign strategy, for most other situations the good ole fashion honesty, transparency, direct, ethical, and a sense of morality will go a very long ways that is usually the difference companies like Lehman Brothers or Medici Bank from 1400's and companies that held to some sort of moral standard and level of ethics that are still surviving today even if the brand flag has changed over time. Just do a quick search of companies that did the wrong thing till they were caught vs companies that try to do the right thing or who stands #accountable. #history

Me gustaría añadir algo ¿Qué pasa si el influencer está haciendo una valoración injusta o falsa. Todo lo mencionado hasta ahora me parece muy correcto en el caso de que nuestra empresa haya cometido un error. Si no es así y el comentario del influencer es malicioso yo optaría por usar su popularidad a nuestro favor respondiendo con educación pero haciendo ver que es él quien se equivoca. No creo que debamos tener miedo a posicionarnos. El público es inteligente y también sabe cuando alguien opina con malas intenciones. Quizá los valores de nuestra marca son opuestos a los del influencer y si es así, el desacuerdo puede hacer resaltar los nuestros. Eso si, en este caso me parece que lo más oportuno es usar el humor.