2. Neutral comments
Posted: Thu Jan 23, 2025 4:08 am
Be sincere in your response, thank them for their time and remember to personalize your message. These gestures show how much you value and appreciate their feedback. It also helps build a sense malta b2b leads of trust and community.
A screenshot showing an example of a positive comment from a post on X (formerly Twitter) from Dreamforce that says, “so grateful you were with us this week! Pretty dreamy, huh? To which Sprout Social replied,” Incredibly dreamy, friends.”
Neutral comments can be tricky because you may think they don’t require a response. Yet, responding to such comments builds brand loyalty because it shows you’re listening to your audience and available whenever they need you to be. It also gives you an opportunity to engage with your audiences in a fun way.
A screenshot of a neutral comment from a post on X. The customer has taken a picture of themselves with a RedBull can in their hand and captioned it “good morning. RedBull responded to the post and wrote, “good morning”.
3. Negative comments
Negative comments can be about a range of issues revolving around products and customer care. Responding to such comments with tact and empathy is vital to maintain brand health. A respectful, calm and personalized approach can turn a disgruntled customer into a happy one, and potentially earn repeat business.
An example of a negative post on X. The customer wrote, “Is it too much to ask @LGUS to build appliances that last longer than a year." LG US responded with an empathetic response and said they wanted to know more details so they could help. The post was signed off personally by a staff member.
While some negative comments may be general complaints, some need to be handled more carefully so they don’t escalate. It’s best practice to have an escalation management protocol in place to handle such cases smoothly so they don’t turn into bigger issues. More on that later.
A screenshot showing an example of a positive comment from a post on X (formerly Twitter) from Dreamforce that says, “so grateful you were with us this week! Pretty dreamy, huh? To which Sprout Social replied,” Incredibly dreamy, friends.”
Neutral comments can be tricky because you may think they don’t require a response. Yet, responding to such comments builds brand loyalty because it shows you’re listening to your audience and available whenever they need you to be. It also gives you an opportunity to engage with your audiences in a fun way.
A screenshot of a neutral comment from a post on X. The customer has taken a picture of themselves with a RedBull can in their hand and captioned it “good morning. RedBull responded to the post and wrote, “good morning”.
3. Negative comments
Negative comments can be about a range of issues revolving around products and customer care. Responding to such comments with tact and empathy is vital to maintain brand health. A respectful, calm and personalized approach can turn a disgruntled customer into a happy one, and potentially earn repeat business.
An example of a negative post on X. The customer wrote, “Is it too much to ask @LGUS to build appliances that last longer than a year." LG US responded with an empathetic response and said they wanted to know more details so they could help. The post was signed off personally by a staff member.
While some negative comments may be general complaints, some need to be handled more carefully so they don’t escalate. It’s best practice to have an escalation management protocol in place to handle such cases smoothly so they don’t turn into bigger issues. More on that later.