Reaching out offline to a consumer who has posted a negative review can also be trust building measure.
Community management can help brands distinguish themselves from their competitors. Having a community management plan allows maintaining brand reputation while engaging and delighting the audience.
Consumers are naturally drawn towards brands whose products they particularly like. Marketers could reward their audience by giving free samples or discounts instead of just “liking” their comments. Companies can connect better with their community by acknowledging the praise, comments and feedback shared by its community.
Brands need to be transparent on social media to build trust. They can do this by responding to both positive and negative comments appropriately. Reaching out to a consumer offline to acknowledge and respond to a negative comment can build trust.
[4 minute read]