Negative Feedback Is Postive For Brands

In marketing, it is our number one job to represent our clients in a positive light. We plan campaigns centered around positive feedback earned on Twitter, Facebook, blogs, etc.

By opening up two-way dialogue on social media sites, comments of all sentiments, positive and negative, are a possibility.

However, recent case studies suggest that negative feedback is actually a good thing for a company. Negative feedback allows for two things: companies can reach out to disgruntled customers to turn them into satisfied one. Second, companies can improve products based on authentic and real feedback.

L.L. Bean has a company policy that a manager must respond to customers if a product receives more than six negative comments.

The power of marketing today is feedback and the ability for conversation. When looking at the most successful brands, you will find they act on both positive and negative customer feedback, which increases credibility, transparency and ultimately, brand loyalty.

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