The #1 concern I’m hearing from organizations interested in exploring blogs to support marketing strategies is, “But what about the negative comments? How do we control people posting bad things about our brand or our company?
Marketing has changed. The world has changed. It changed while you were not looking. It changed when the internet, email and cell phones made it easy and cheap to communicate.
Bottom-line with over 50 million people chatting it up on blogs if you turn comments off you loose the home court advantage. People will talk about your company, your products, your customer service and even your blog. Why would you not want that discussion to take place where you can easily monitor it and respond?
To turn comments on. To turn comments off. This has be come a tired debate in the blogosphere. One of the benefits of a marketing blog is the opportunity to dialogue with customers, prospects and stakeholders. Sorry, no comments does not make a conversation. It’s called a monologue. One person takes center stage with no opportunity for direct feedback. For my money, a blog without comments and trackbacks is an on-line newsletter. And that’s not a negative comment.
Great example of a highly focused brand kibitz on a non “corporate blog” is McChronicles. This blog about McDonalds recently welcomed it’s 18,000 visitor. A Google search for McChronicles pulls 15,800 results. And with this post the count is now 15,8001. That’s a lot of Big Macs! U.S. News and World Report highlighted McCs in an article about customers creating buzz.
Citizen or conversational journalism. McDonald owners get it. Some are asking McChronicles to review their restaurants. Corporate McD people have been known to drop by to listen (tracked by referral stats). However, the folks at corporate McD’s must be busy chowing down on their burgers since a sanctioned McD blog has not yet surfaced.
If you’re still not convenienced that comments on are a smart business decison, here are …
5 Strategies To Combat Negative Blog Comments
5. Turn off comments
4. Monitor comments
3. Develop a comment policy
Include on your navigation bar and above the comment section
2. Delete comments that do not meet your guidelines
The Number One Way To Combat Negative Blog Comments …
1. Show ’em what you are made of!
Use negative comments (those that express legit concerns) as a way to demonstrate how you handle customer concerns.
Our customers’ sphere of influence is not limited to their around the corner neighborhood or the company water cooler but anywhere there is an internet connection or cell phone access. With the understanding – that companies no longer control the message (influence yes. control no.) – and that customers have more power than ever before in “helping sell your product”, you gain a huge advantage over your competition – those that are trying to swim upstream against the current. It’s an exciting, new world. Don’t be afraid to become apart of it.Â