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Yes, it is possible for the business to become profitable but I am not sure of very profitable. The bottom line is that; there are some customers that, if they happen to find a negative comment, they won't be doing with you.
It also depends on the gravity of the negative comment irrespective of whether it has been resolved or not. Because consumers lifespan on reading online is very limited, some might not have the patience to follow through to meet the end result of the resolution.
Negative comments will certainly reduce a business's customer base except in a situation where the product or services being offered is a niche market. For example, IPhone is a niche product. If you are a lover of iphones, you will always go back to Apple because there is no direct competition.
The brand has already been established in consumers mind as a premium brand. Consumers are interested in businesses with 100% reputation of treating customers fairly and professionally but this is practically impossible. We are all human and part of being human is the ability to make mistakes and learn from them.
So it depends on the gravity of the negative comment. Let me give you some real-time examples; if a brand addresses black people as niggas or slaves, that brand is going to lose a lot of business from black people around the world. If a brand addreMuslimsslims as suicide bombers, the brand is going to lose a lot of business from muslims around the world.
But the brand is going to profitable in some parts or areas in the world. So, when you use the world; "very profitable", it becomes hard to give you a good answer. If we can replace "very profitable" with "profitable", then yes businesses can still become profitable with negative comments irrespective of whether the complaints have been resolved or not. If a brand insults the King of Saudi Arabia and with target customers in Saudi, that brand will go into ruins in this country. If a brand insults the Chinese President and they have a presence in China, it will eventually go into ruins.
Note that, any business must be able to identify its target market before launching their product or services and that is why some brands can only succeed in the areas it has target customers.
There are many brands you won't find in places like Yemen, Tchad, Congo, Loas et al because there places are neither their target markets but yet people from these countries are online as well.
Finally, reputation management is a thing every business should take very seriously because some comment-types can ruin a business for life.
A general answer to this and managing -ve comment is very difficult, the easier part is to handle your customer complaints efficiently offline.
You must have a robust process in place to ensure that your customers Come to U FIRST with a complaint than go online-social media about it.
But yes there will always be some -ve comments online.
Consumers' negative comments online when solved does not necessarily turn to your advantage it depends on
if the answers to the above are favorable then there is a chance it will not affect the reputation of your company.
e.g. assume you sell million unit and have0.1% complaint rate and which better than the industry standard and you resolve customer complaints within a reasonable time frame. so that mean you should be a good company - right?
Well not necessarily. it can be viewed differently by prospects under the below circumstances:
if all these0.1% customers complains online it is, NEGATIVE complaints. out of theseK complaints you resolved less than% will go back and say it was resolved and even fewer will put a POSITIVE comment.
So you will have to go back online to do damage control - put remarks for each and every complaint and explain how well you handled it.
Your prospect consumers online search about you will show thek -ve comments and it will not be long before you are history.
Yes there are ways around it. My advise don't play with explosives -AVOID IT.
In this problem there are three possiblities:
Customer Retention(those who have gone)
Existing Customer Satisfaction
New Customer building..
Your problem will be resolved when your "Gone Customers" will be retained and will add "Value Addition Suggestion" along with their comparative explanation that "What is the main reason, which made them thought that they should again trust on you"
In my opinion, Negative comments on social media is very common in any sort of Business. solving the problem of the customers will definitely help to increase the Profitability.. negative comments will bring down the brand reputation however with quick and accurate solution will re-build the brand reputation
i do not think it is a question of profitability as much as it is a question of reputation. if the problem is solved on timely manner, then i belive that customers will then share their experience and the fact that their problem was solved. what makes social media for any firm successful is the fact that customers like posts and share content with others which makes gaining organic followrs easier and faster. so it is all about sharing posts
yes it can be profitable, when such situation is handled properly with the right strategies, with a clear statement of address the customers negative comment and given a proper knowledge to enlight more on the product to other views or readers, the funtions or rather the benefit of the product.
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