Digital Marketing Agency | Portland PPC SEO Services | Anvil Media -
  • Services
    • Paid Media
    • SEO
    • Social Media
    • Content Marketing Services
    • Website Development
  • Outcomes
    • Clients
    • Portfolio
    • Case Studies
    • Testimonials
    • Awards
    • Industry Expertise
  • Insights
    • Blog
    • Articles
    • Cheat Sheets
    • White Papers
    • eBooks
    • Podcasts
    • Webinars
  • About
    • Our Philosophy
    • Our Culture
    • Executive Team
    • News & Events
    • Careers
  • Contact
    • Contact Us
    • Anvil Newsletter
  • Twitter
  • Facebook
  • Linked in

Dealing with Negative Online Sentiment – Mashable Recap

by Anvil on February 22, 2011Online Reputation ManagementSocial Media Marketing Optimization

Dealing with Negative Online Sentiment – Mashable Recap

by Anvil on February 22, 2011Online Reputation Management

Our friends over at Mashable posted a great reminder article about how brands should be managing negative sentiment posted about them online. The more brands engage online, the more susceptible they are to harsh words (true or not) from the general public. And their gripes are now public for the rest of the world to see. Here are some highlights from the article, written by Maria Ogneva from Yammer.

  • Why did this person have a bad experience? Did their experience not meet their expectations? Perhaps there was a less than stellar interaction with someone who represents your company. No matter what the cause, its critical to determine why they had a bad experience so you can work to remedy the experience that already happened, and prevent similar experiences from happening again.
  • Offer personalized solutions when possible. Some folks just want to have their complaints heard and understood. Usually a small peace offering can go a long way in restoring a favorable view of your brand, especially if something truly unusual or unfortunate happened to this customer.
  • If you have done a great job of building a strong brand and engaging your advocates online, they’ll often come to bat for you. Those advocates are created by providing an excellent experience. If you seek to make each of your customer’s experiences as great as possible, you advocates will far outweigh the naysayers.

I highly recommend reading the full article found here. Any company engaging heavily in social media should be prepared to receive some negative feedback as well as the positive engagement that all brands hope for online.

  • Contact Us
    Contact Us
  • Search
  • Recent Posts
    • SEO Sprints vs. Traditional SEO: What Works Best Depends on What You Need NowJuly 1, 2025
    • What Happens When Strategy Leads: How Digital Strategy Consulting Can Transform Your BusinessMay 16, 2025
    • Behavior Is the AlgorithmApril 16, 2025
    • Think of Automation Like an Employee—Because It Works Like OneMarch 31, 2025
  • Categories

Related Posts

  • How to Sell Successfully on Social Media
  • The Facebook Ad Boycott: What You Need to Know
  • How to Express Brand Empathy in Digital Marketing
Ready to get started?

Take the next step toward growing your business. Tell us a little more about your goals and schedule an appointment.

Talk to Us

Blog

  • SEO Sprints vs. Traditional SEO: What Works Best Depends on What You Need Now by Anvil Media on July 1, 2025
  • What Happens When Strategy Leads: How Digital Strategy Consulting Can Transform Your Business by Anvil Media on May 16, 2025

Twitter

Anvil Media, Inc. @anvilmedia

Testimonials

Anvil Media’s expertise in the PPC and SEO industry is unparalleled.Oregon State University

©Anvil Media, Inc. 2025
310 NE Failing St. Portland, OR 97212

  • Digital Marketing Services
  • Outcomes
  • Insights
  • About
  • Contact
  • Legal
  • Facebook
  • Twitter
  • Linked in
  • Instagram
  • Youtube
  • Pinterest