Think Like a Rock Star: How to Create Social Media and Marketing Strategies that Turn Customers into Fans, with a foreword by Kathy Sierra

CHAPTER 6

How to Handle Negative Comments and Convert Angry Customers into Passionate Fans

In Chapter 1, we explored the idea that participating in a conversation changes that conversation. This point is lost on many companies when it comes to what their customers are saying about them online, especially if it involves negative comments and feedback. Many companies have the mindset that “if we ignore it, it will go away.” This is a shame because directly interacting with customers who leave negative feedback online is often the quickest way to ...