How a Wellness Center Rebuild Trust After a Social Media Backlash

A brand can earn or lose its reputation in an hour. Social media platforms have the ability to magnify customer experiences-whether good or bad into the superlative scales.

This case study discusses how a well-known wellness centre experienced a major backlash via social media and how it reclaimed its place using the strategic online reputation actions of Build Brand Better, a leading online reputation agency in India.

The Crisis: Social Media Backlash

The controversy began when an established fitness influencer visited the wellness center only to have an unfortunate experience due to miscommunication regarding the appointment and service expectations. The influencer put forth a lengthy negative review via Instagram, Twitter, etc., expressing her frustrations about poor customer service and professionalism. Within hours, her post went viral with thousands of negative comments and shares.

The Solution: Build Brand Better’s Reputation Recovery Strategy

In light of the possible business calamity, the efficiency of Wellness Center consulted with Build Brand Better to avert the damage and re-establish trust. Our team then proceeded to make a customized online reputation management strategy, which included:

Immediate Damage Control & Crisis Communication

We counseled Wellness Center to go ahead with a positive presence in all channels, resolve the issue, and make a commitment to corrective actions. To answer the matters personally, the wellness operation’s management offered a direct engagement with the influencer, offering a service as an improvement attempt for her experience with the wellness center. Moreover, we prepared good-formatted replies to every comment that had a negative connotation in which empathy and commitment to resolving customer issues were shown to prospects.

Leveraging Positive Customer Advocacy

The negativity was counterbalanced by motivating happy customers to raise their voices concerning the positive experience they had on social media and review sites. Similarly, we also partnered with wellness influencers who had once enjoyed the services at Wellness Center to add realism to the testimonials. Besides, we gathered and shared video testimonials on the center’s Instagram and YouTube from satisfied clients to reinforce the brand’s credibility.

Social Media Reputation Rebuilding

To change the ideology, a hashtag redemption campaign was organized around #WellnessExperience, paving the way for fresh positive content to dominate search results. We suggested the center create educational content in the vein of mindfulness tips, self-care routines, and expert wellness advice to encourage audience engagement. The center’s director also hosted several live Q&A sessions, responding to customer questions and explaining new measures to enhance service quality.

Review Management & SEO Strategy

We have updated and optimized the Google My Business listing of the center including new images, updated and fresh testimonials from the customers and an interesting business description. The team actively monitors and responds to all reviews- positive or negative- as proof of dedication to customer service. Created SEO-rich content through blogs and guest post articles in wellness forums featuring customer success stories and the center’s commitment to excellence.

The Outcome: Trust Restored & Business Revived

Within few months of implementing our ORM strategy, the results were remarkable:

The wellness center has revamped its Google ratings from 3.2 to 4.7 stars, with newer positive reviews eclipsing the previously few negative ones.
Trending negative hashtags were bid farewell and replaced by engaging ones to take the negative hashtags about the center.
By seeing the positive presence on social media, customer walk-in and appointment bookings were reportedly up by 65%.
All social media engagement metrics doubled, and positive customer interactivity contributed to the rebuilding of brand trust.
The fitness influencer who initiated the backlash acknowledged the improvements that were made during that time and even shared another good experience.

Key Takeaways From This Case Study

The primary challenge for Build Brand Better was to:

Crisis Management

Immediate action including a positivity and action plan needs to be taken.

Leverage Loyal Customers

Encourage those satisfied to tell about their satisfaction to drown negative comments.

Engagement Rather Than Ignoring

Customer satisfaction place and must respond to every comment and review, and any query.

Utilize Strategic Influencer Marketing

Influencers work significantly in a turning period of changing perceptions about the brand.

Ongoing Monitoring is Important

Tracking online reputation continuously so that no such unfortunate incident happens in future.

Conclusion:

At the Wellness Center, this case study has shown that a social media backlash is no death knell for a brand; even stronger, it provides a fresh opportunity for rebuilding. With the Build Brand Better strategic ORM approach, it has managed to restore credibility and enhance brand loyalty for the center.

A social media backlash against your business is not the time to wait till the situation gets worse. You should get in touch with Build Brand Better today and take control of your brand’s online reputation!

Content Removal

Video & Image Removal

Social Media Content Removal

Review Removal

By Company Size

By Industry

By Role