Badvocates

Who are badvocates?

Badvocates are people who passionately criticize or detract from companies, brands, products and services.

Why should you pay attention to badvocates?

They tell the World about bad experiences. When bad experiences grows, when customers search your company's name, the top results are bad experiences.

How to manage badvocates?

1. Be prepared

Establish processes to minimize threats.

Monitor comments about your company.

Leverage search engine optimization.

Establish employee guidelines for social media.

Register email addresses and “gripe” domain names.

Trademark your company name.

2. Defend yourself

Hire reputation managers.

Respond rapidly.

Disclose communications with badvocates.

Make the facts available.

Address myths head-on.

Enlist your fans.

3. Embrace dissatisfaction

Invite transparent dialogue.

Ask badvocates to “step outside” - host face-to-face events with senior executives.

Ask for ideas.

Solve problems together.

Respond thoughtfully.

4. Apologize

Admit when you’re wrong, hard as it is.

Don’t email or comment on a negative blog posting, pick up the phone.

Establish an advisory council of badvocates.

5. Don't Ignore

6. Inoculate

Identify your advocates.

Recruit your advocates.

Reward your advocates.

Source:

The good book of badvocacy

Weber Shandwick

I have 3 comments on how to manage badvocates:

1. Don't ignore should be point 1.
2. When talking to badvocates by phone instead of email or comment on a negative blog posting, don't forget to post that you will be doing so. Let blog readers know why the conversation stop.
3. If I will to use 1 sentence to describe how I will manage badvocates if I were a company, it will be - be honest and kind.