Lidar com ataques on-line exige um equilíbrio entre rapidez e ponderação. Trate com seriedade qualquer comentário em relação a sua marca. Chame a pessoa para uma conversa no inbox e coloque esforços para resolver o mais rápido possível a questão . Também é importante reforçar com posts as fortalezas da marca gerando engajamento positivo. As críticas são sempre uma oportunidade de melhorar algo que faça sentido. Use isso para corrigir falhas. Mas dependendo da natureza dos ataques, também considere medidas legais, se necessário.

Responding to negativity often means feeding it unintentionally. For a brand, the best response is to ensure everything is in order—your website, social media platforms, and all public-facing assets. While you can’t control what others say or do, you can turn negativity into an opportunity. Some people, curious about the criticism or the attention your brand is receiving, will come looking for answers. Your website and social media platforms become their first stop to form their own opinions. This increased traffic could translate into more leads, turning a challenge into a potential win for your brand.

First things first… track the movements very closely. Next, be responsive and give timely responses. Too late and you are percieved to be avoiding the conversation. Know how far to engage and when to stop by taking people off the comments section on SM handles to other, more controlled platforms - call centre, specific email id etc. Take this as an opportunity to set the tone and voice for your brand. It gives your competitor’s consumers a flavour of your brand and how you are different in engaging with them. It could be the first step you lay towards converting them. Lastly record your responses and situations for future reference. A good crisis dossier has most situations mapped with 2-3 step courses of actions and responses

If your fundamentals are sound then double down and push forward. If not, then be graceful, humble, and listen to the consumer so you can take the feedback and win the day! But always keep an open dialogue with your consumers. Remember ... the consumer decides.

Keep it positive-focus on what your brand means to consumers. Online haters always expose themselves. Make sure your digital team has relevant facts at hand for any replies.

In a situation like this, one way is to listen and show that you are open for a conversation and of course, to correct the issues. It's simple as that, listen what people have to say about you in order to understand what can you do better. The negative comments are one of the best and fastest ways as a business to learn directly from your audience on how you can correct or improve your offer. Another good outcome from this is that you will actually find your niche, this will help you understand your audience better and who truly appreciates you as a company. Maybe that audience it's so loyal to the competitors that it's impossible for you to win them, but your loyal customers will stay with you and you can leverage that.

When faced with public scrutiny or negative criticism from a competitor’s following, feedback is still feedback. You’re still in the eye of the competitors followers when you could not be at all. Let’s turn those into our conversions! Their viewing and following is also ours. What are we lacking? What keeps them with our competitor? Where’s our competitor’s vulnerabilities? This is an opportunity to learn, grow, and lead. As far as responding, I wouldn’t respond directly. I would continue to boast our advantages above the competition.

Good news if you are being their threat. You have some values that are undeniable. I m sure the strategy is more than we can execute without attacking the level 1. Go back your practice the branding positioning 101