Community managers typically:

Community managers typically engage with negative customer feedback to foster a positive relationship with the audience and demonstrate that the brand values customer opinions. By addressing concerns and resolving issues, community managers can change a potentially negative experience into a positive one. This proactive approach helps build trust, shows responsiveness, and can even enhance brand loyalty when customers see that their feedback leads to constructive outcomes. Engaging with negative comments also provides an opportunity to showcase the brand's commitment to customer service and improvement, helping to maintain a positive community atmosphere.

In contrast, ignoring negative comments, focusing solely on positive content, or solely concentrating on brand promotion can alienate customers and diminish the community's value. A lack of engagement in addressing issues can lead to a perception that the brand is apathetic or unresponsive, which is detrimental in today's hyper-connected digital environment.