A big step from customer hate to understanding each other’s perspectives.
Attack is the best form of defense, they said. When doing community management we think that defending the reputation of a brand equals protecting the consumer engagement towards the brand. Forget about attacking because both parties are searching for understanding.
Nobody has time for hate. Yet, the digital world gave to this Planet the so called ”haters”. We are pretty sure that if a brand could meet its customers in real life things would be easier. They will have a coffee, set their differences and move on to the next challenge.
In the digital world, our goal when doing community management is to calm down the spirits and open the doors for understanding. In community management you can not avoid fights, people throwing hate in your direction or unpleasant situations because your community is like a town. Some people are playing the role of the civil society, others will stay villains regardless your efforts.
Our team works together with a senior PR representative from our strategic partners when engaging into sensitive topics on the social media accounts we are managing for our clients.
For more information contact: firstname.lastname@example.org .