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10 Ways to Turn Around Negative Word of Mouth

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day.

Combat negative womNegative word of mouth happens to everyone. In fact, right now, people are talking bad about you and your stuff — and that’s OK, because negative word of mouth is an opportunity to earn new fans.

In this free guide, you’ll learn about 10 of the most effective ways to turn it around based on real-world examples from brands like Zappos, FedEx, and Dell.

Here are the 10 ways to do it:

  1. Listen for negative word of mouth.
  2. Determine if it’s worth a response.
  3. Act quickly.
  4. Speak like a human.
  5. Offer a real apology or don’t apologize at all.
  6. Offer to make it right.
  7. Never get into a fight.
  8. Keep the discussion open.
  9. Use fans and third-party sources to help tell the story.
  10. Involve them in the fix.

By following these guidelines, you’ll turn formerly unhappy customers into advocates for your brand. You’ll also find that dealing with these complaints will help you learn how to make your stuff better.

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