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If you are a brand and you are on social media, there is no way you cannot avoid negative reviews and comments. How you handle them #pharma is critical.
Have a social media team in place
- a social media team can provide a solution
- a social media team can make sure to monitor social media platforms for latest comments
- a social media team can respond to consumer complaints as soon as possible
- a social media team, when necessary or if for a social media crisis, can seek input from other departments (for example legal, regulatory, senior management)
Be empathic (try to put yourself in their shoes)
- people just want to be heard, the social media platforms are their outlets
- listen to what they have to say
- if necessary ask further questions
take it off line if necessary
avoid trolls
- a troll is a negative influencer
- trolls come along with being on social media platforms
- make sure the complaint is legit, that is coming from a real person
- never return fire with fire
biggest challenges today for marketing
- the need to build strong relationships and to drive conversations, even with negative influencers
- make sure to acknowledge the issues and concerns
- learn and plan for the future
