I advise to respond both proactively and reactively to negative tweets about your brand or company. Good monitoring is therefore of great importance. In addition, I would advise to ensure the highest possible perception of human communication, which according to previous research can be achieved by communicating personally. Perhaps more personality can be shown in responses by closing with the full first name of the responding employee, for example “^Danny” or by addressing the consumer personally with, for example, “Dear Loes”. Nuon’s webcare team already makes consistent use of these strategies.
Tweet Nuon webcare
Consumer name and photo made invisible
Although applying these personality aspects comes at the expense of some valuable characters, it is possible latvia phone number list that they provide a higher perception of human communication. Another possible strategy to come across as more personal is perhaps to show a little compassion for the consumer in the form of offering an apology or showing sympathy, as KPN does in their webcare.
Tweet KPN webcare More personal
Consumer name and photo made invisible
However, I did not include the effectiveness of these aspects in my research and will . A a short introduction to the blog article therefore have to be proven in future research. A good and proven strategy to come across as more human and natural to the consumer in order . A to somewhat compensate for the negative brand evaluations following a negative twee is . A therefore still a matter of guesswork. Companies with webcare teams that use a caret . A with initials to come across as more china numbers human, should at least scratch their heads until the opposite is proven.