Every brand will inevitably encounter some negative comments or complaints posted by consumers on Xiaohongshu, so how to deal with the negative notes in Xiaohongshu? Let me tell you a few points that brands need to pay attention to.
1. Read and understand negative notes carefully
When discovering negative notes on Xiaohongshu, the brand owner must first carefully read and understand its content to understand the real needs of consumers. Regarding the problems or dissatisfaction of consumers, we must respect the appeals and opinions of consumers, and carefully analyze the root cause of the problem. If the problem does exist, we should take timely measures to solve it.
But at the same time, if it is verified that the problem does not exist, and it is malicious bad reviews or fabricated by the navy for profit, the brand side also needs to take a tough attitude, show the confidence it should have, and give normal consumers enough sense of security, so that Consumers know that their purchase choices are correct and meaningful, instead of blindly accepting low prices and making small ones, which will cause brand prices to drop and even other consumers to feel disgusted.
2. Respond objectively and solve problems
When dealing with Xiaohongshu's negative notes, the brand owner and the account operator should respond objectively and solve the problem with sincerity. The reply from the customer service or the official account should be concise and clear, and don’t avoid the important ones or evade responsibility, otherwise small problems may develop into big ones. In the process of solving the problem, consumers' demands and reasonable expectations, as well as the actual capabilities and conditions of the brand should be taken into consideration. Only by responding and solving problems fairly and objectively can we build consumer trust and brand reputation.
3. Don’t Ignore Follow-Up Responses
After solving the problem, you must remember to give a follow-up response to the relevant incident, so that the netizens who see the negative notes can understand the whole picture of the matter as much as possible and know how to solve the problem, instead of having no results after reading the negative notes , otherwise netizens tend to have such a negative impression all the time, even if the initial problem is solved, the potential purchase behavior of this part of netizens has also been dispelled.
At the same time, such follow-up responses are sometimes a form of publicity in disguise, allowing the brand’s sincere image to become popular, transforming more potential consumers, and successfully turning a reputation crisis into a good publicity opportunity, giving consumers enough A sense of security and trust, and more brand identity.
4. Contact third parties
In addition to the brand's own response, it can actually contact a third-party company to handle it on its behalf. Especially for brand owners with little relevant experience or no public relations department, third-party companies are actually a good choice. They can conduct all-round public opinion monitoring in advance, and through years of accumulation and experience summarization, they can master some countermeasures. The methods and skills of various public opinion events help brands quickly respond to and control negative public opinion, provide public relations implementation plans for online crises, and quickly restore normal operations in a crisis to avoid image damage.
5. Strengthen brand marketing and word-of-mouth management
In addition to understanding how to deal with negative notes in Xiaohongshu, there is also a need to consciously avoid the generation of negative notes, strengthen brand marketing and word-of-mouth management, and interact with consumers to understand their needs and psychology, provide high-quality products and services, and build a brand loyalty and reputation.
The above is the introduction of "How to deal with negative notes in Xiaohongshu", I hope it will be helpful to everyone.