5 types of emotions each require a different
Posted: Tue Feb 18, 2025 5:55 am
More and more companies are convinced that participating in online conversations is a necessity. Unfortunately, most companies only focus on handling complaints (webcare). In this way, a lot of untapped potential remains. The challenge is to formulate an approach for negative, but also for positive reactions.
Not all consumers have the same relationship with your brands. The context of each individual often determines how they view your brand. The sentiments can often be very diverse. It is very useful if you determine in advance what your approach is for different sentiments. After all, online conversations arise from different types of people. Some are real fans of your brand and others may hate it. In between you have 3 gradations, ranging from positive to neutral to negative. Each sentiment requires a different response from your brand.
Fans: These people think almost everything your brand does is brilliant. You nigeria phone number list will never catch them saying a negative word and they will happily pass on everything you tell them to others. All you have to do here is give these people enough content to share. In other words, a proactive content strategy is important here. If you don’t give them anything, you will miss out on the impact they can have for your company.
Positives: I think this is probably the most interesting group. They are very positive outwardly. They share success stories with others. However, this group wants to help make your brand better. They often try to help the company behind the scenes and give feedback. The trick is to involve these people in developing new products or new communication for your brand. They are happy to contribute, they are healthily critical and understand very well where your brand wants to go.
Not all consumers have the same relationship with your brands. The context of each individual often determines how they view your brand. The sentiments can often be very diverse. It is very useful if you determine in advance what your approach is for different sentiments. After all, online conversations arise from different types of people. Some are real fans of your brand and others may hate it. In between you have 3 gradations, ranging from positive to neutral to negative. Each sentiment requires a different response from your brand.
Fans: These people think almost everything your brand does is brilliant. You nigeria phone number list will never catch them saying a negative word and they will happily pass on everything you tell them to others. All you have to do here is give these people enough content to share. In other words, a proactive content strategy is important here. If you don’t give them anything, you will miss out on the impact they can have for your company.
Positives: I think this is probably the most interesting group. They are very positive outwardly. They share success stories with others. However, this group wants to help make your brand better. They often try to help the company behind the scenes and give feedback. The trick is to involve these people in developing new products or new communication for your brand. They are happy to contribute, they are healthily critical and understand very well where your brand wants to go.