Download - How to Respond to Facebook Attacks
How To Respond To Facebook Attacks
Ekaterina Walter
Intel Social Media Strategist
@Ekaterina
How To Respond to Facebook Attacks
http://bit.ly/kQhnia
@Ekaterina
Risk? Or Golden Opportunity?
The Retail Consumer Report, 2011:
of those who received a reply in response to their
negative review 33% turned around and posted a
positive review
34% deleted their original negative review
85% of consumers said they would be willing to pay
more (anywhere between 5-25% over the standard
price) to ensure a superior customer experience
@Ekaterina
Moderation
Guidelines
@Ekaterina
GoodContent
NotPositive
Ugly
Intel is Awesome
Intel is too Expensive
Intel is @#$%@
Hire Experienced Community
Manager
@Ekaterina
Listen!
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Form Crisis Management Team
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Be Careful With Closing Your
Page to Comments
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Choosing Which Posts To
Show on Your Wall
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Let Your Fans Speak For You
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Take Conversation Somewhere
Else… If Appropriate
@Ekaterina
Know When to Walk Away
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Continue With Business
As Usual
@Ekaterina
Other Tips for Everyday
Response
Respond quickly
Provide information every step of the way
Address it offline when necessary
Be honest
Don’t take it personally
Thank You!
Ekaterina Walter
http://www.ekaterinawalter.com
@Ekaterina
Fast Company Article: http://bit.ly/kQhnia