Negative comments on social media aren’t a CX crisis—they’re a CX opportunity.

In this episode of The Social Media CX Podcast, I share exactly how smart brands like ZoomInfo are turning complaints into trust, revenue, and long-term loyalty by building structured, thoughtful response systems. If you’re still deleting comments, ghosting unhappy customers, or responding like a robot… this one’s for you.

💬 Why negative comments are some of the most valuable CX data you can get

🧠 How ZoomInfo uses subject matter experts to deliver personal, real-time responses

📊 The 5-step framework for building a smart, scalable social response system

📢 When to respond publicly vs. privately—and what to say

🚩 What not to do: the three biggest brand-killing mistakes we still see

💡 Why how you respond defines your brand more than the comment itself

🎧 Subscribe & Review:

If this episode helped shift your mindset, leave a review or share it with someone who needs to stop hitting “delete" on those negative comments.

[00:00] The Case for Negative Comments as a CX Opportunity

[02:07] Why Voice of Customer Data Starts in the Comments Section

[02:51] Inside ZoomInfo’s Social Media SWAT Team: A Smart Response Model

[04:37] Building a Smart Response System in 5 Steps

[06:53]   [AD] Are you ready to master social media customer experience?

[07:40] What Not to Do: Deleting, Ghosting, and Copy/Paste Fails

Want to Learn More?

 Are you ready to master social media customer experience? My online course, Mastering Social Media CX, gives you a step-by-step blueprint to turn conversations into conversions. And just for you, my podcast listeners, you get an exclusive 60% off. Yeah, 60%. All you have to do is use the code SMCX as in social media customer experience at checkout.