From the course: Managing Brand Reputation

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Reacting quickly and directly to address criticism

Reacting quickly and directly to address criticism

From the course: Managing Brand Reputation

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Reacting quickly and directly to address criticism

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- Brand criticism requires a quick and direct reaction to ensure that it doesn't worsen. Here are a few steps to help your brand address criticism quickly. One, create an internal plan to deal with criticism that is approved across all team layers. Two, revisit this plan every three to six months to make sure that it's up to date. Three, assign a team member or members to handle angry or upset messages and reviews. They are responsible for responding to negative messages up to a certain level of importance. For example, we'll take a look at a negative review for the fictional Landon Hotel. As you can see here customer Freya Terray left a negative complaint that said I wish they offered late check out. Landon Hotel responded back in a really wonderful and positive way by acknowledging her complaint, addressing her complaint, and then offering a way to fix her complaint. So what did they do? First off, they acknowledged that they were not currently offering late check out. They gave her…

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