{"id":14145,"date":"2023-10-10T17:18:50","date_gmt":"2023-10-10T11:48:50","guid":{"rendered":"https:\/\/winnerbrands.in\/?p=14145"},"modified":"2023-10-10T17:27:27","modified_gmt":"2023-10-10T11:57:27","slug":"how-to-deal-with-trolls","status":"publish","type":"post","link":"https:\/\/winnerbrands.in\/marketing-101\/how-to-deal-with-trolls\/","title":{"rendered":"How to deal with Trolls?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"14145\" class=\"elementor elementor-14145\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e516b91 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e516b91\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-069c22c\" data-id=\"069c22c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9f35cb0 elementor-widget elementor-widget-text-editor\" data-id=\"9f35cb0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>As publishers of this newsletter we get a lot of constructive feedback from our readers. However, once in a while we also get mails like this:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43668d6 elementor-widget elementor-widget-image\" data-id=\"43668d6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"532\" height=\"218\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-3.png\" class=\"attachment-full size-full wp-image-14147\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-3.png 532w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-3-300x123.png 300w\" sizes=\"(max-width: 532px) 100vw, 532px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f47ad82 elementor-widget elementor-widget-text-editor\" data-id=\"f47ad82\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Interestingly, the gentleman above could have easily clicked the \u2018Unsubscribe\u2019 button, but the fact that he actually took out time to write a rather vicious email without offering any rationale for his outburst put us in a dilemma on how should we respond.<\/p><p>This got us thinking on a larger issue of how to deal with trolls.<\/p><p>A little research threw up an interesting finding.<\/p><p>The word \u2018Troll\u2019 originates from characters in ancient Nordic literature who are described as \u201cantisocial, quarrelsome and slow-witted creatures which make life difficult for travellers\u201d. In terms of their behaviour and impact, internet trolls aren\u2019t too different.<\/p><p>Today trolls have become a common phenomenon that no entity- brands, celebrities, politicians or individuals- can stay immune from. They are considered to be an inevitable side effect of digital presence. And yet, the damage caused by trolls is real. When trolls viciously attack individuals, they can create serious mental health issues. And when they attack brands, they can harm their reputation.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3837c24 elementor-widget elementor-widget-image\" data-id=\"3837c24\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"749\" height=\"364\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-4.png\" class=\"attachment-full size-full wp-image-14148\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-4.png 749w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-4-300x146.png 300w\" sizes=\"(max-width: 749px) 100vw, 749px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4465c89 elementor-widget elementor-widget-text-editor\" data-id=\"4465c89\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When it comes to brands in particular, an additional complication is identifying whether they are dealing with a troll or a genuine customer. After all, an aggrieved customer could also come across as angry and livid- but treating them at par with trolls would, of course, be a hara-kiri.<\/p><p>For instance, consider the case of Fold Money- an \u2018Invite Only\u2019 app- whose sarcastic reply to a genuine customer complaint resulted in a controversy:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e828579 elementor-widget elementor-widget-image\" data-id=\"e828579\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1020\" height=\"500\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-2.png\" class=\"attachment-full size-full wp-image-14152\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-2.png 1020w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-2-300x147.png 300w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-2-768x376.png 768w\" sizes=\"(max-width: 1020px) 100vw, 1020px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1980748 elementor-widget elementor-widget-text-editor\" data-id=\"1980748\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The matter escalated, with other \u2018invited\u2019 users joining in to report their poor product experience. This forced the brand to issue a clarification, with the founder coming forward to apologize for \u2018poor handling&#8217; of the situation:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cbb3d79 elementor-widget elementor-widget-image\" data-id=\"cbb3d79\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"394\" height=\"549\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-1.png\" class=\"attachment-full size-full wp-image-14151\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-1.png 394w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-1-215x300.png 215w\" sizes=\"(max-width: 394px) 100vw, 394px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-98bcfcf elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"98bcfcf\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider .elementor-icon{font-size:var(--divider-icon-size)}.elementor-widget-divider .elementor-divider-separator{display:flex;margin:0;direction:ltr}.elementor-widget-divider--view-line_icon .elementor-divider-separator,.elementor-widget-divider--view-line_text .elementor-divider-separator{align-items:center}.elementor-widget-divider--view-line_icon .elementor-divider-separator:after,.elementor-widget-divider--view-line_icon .elementor-divider-separator:before,.elementor-widget-divider--view-line_text .elementor-divider-separator:after,.elementor-widget-divider--view-line_text .elementor-divider-separator:before{display:block;content:\"\";border-bottom:0;flex-grow:1;border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--element-align-left .elementor-divider .elementor-divider-separator>.elementor-divider__svg:first-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-left .elementor-divider-separator:before{content:none}.elementor-widget-divider--element-align-left .elementor-divider__element{margin-left:0}.elementor-widget-divider--element-align-right .elementor-divider .elementor-divider-separator>.elementor-divider__svg:last-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-right .elementor-divider-separator:after{content:none}.elementor-widget-divider--element-align-right .elementor-divider__element{margin-right:0}.elementor-widget-divider:not(.elementor-widget-divider--view-line_text):not(.elementor-widget-divider--view-line_icon) .elementor-divider-separator{border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--separator-type-pattern{--divider-border-style:none}.elementor-widget-divider--separator-type-pattern.elementor-widget-divider--view-line .elementor-divider-separator,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:after,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f70683d elementor-widget elementor-widget-heading\" data-id=\"f70683d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.18.0 - 20-12-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Symptoms that a brand is dealing with a troll\n\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54652d8 elementor-widget elementor-widget-heading\" data-id=\"54652d8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#1 Genuine consumers are specific, trolls are vague\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f58c957 elementor-widget elementor-widget-text-editor\" data-id=\"f58c957\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>While genuine consumers would typically support their complaint by specific data points that foster credibility (e.g., order ID, a specific grievance etc.), a troll\u2019s lament is often vague, which sounds like a rant rather than a grievance.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca7fb95 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ca7fb95\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fdc50ed elementor-widget elementor-widget-heading\" data-id=\"fdc50ed\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#2 Genuine consumers have a rationale for their behaviour, trolls are irrationally bitter\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f062c8a elementor-widget elementor-widget-text-editor\" data-id=\"f062c8a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>A genuine consumer could come across as angry, aggrieved and in the worst case, even abusive- but their behavior is often justifiable given the issue they\u2019ve faced. However, trolls come across as outright vengeful and bitter from the very beginning of their conversation, for no apparent reason.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c328b4 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5c328b4\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc413cd elementor-widget elementor-widget-heading\" data-id=\"bc413cd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#3 Genuine consumers escalate in frustration, trolls escalate to frustrate\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d9014f elementor-widget elementor-widget-text-editor\" data-id=\"2d9014f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>A genuine consumer would escalate matters only when a brand fails to respond or resolve their legitimate complaint. Trolls on the other rant ad-nauseum across all channels. In order to hijack brand content, they don\u2019t shy away from tagging founders and senior management.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be35ac4 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"be35ac4\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5adb26 elementor-widget elementor-widget-heading\" data-id=\"e5adb26\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#4 Genuine consumers seek closure, trolls seek attention\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55ea208 elementor-widget elementor-widget-text-editor\" data-id=\"55ea208\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Genuine consumers may start off angrily, but they would generally cool down once they have let off the steam and seen the brand taking the right action. If the brand gives them a clean closure, they might even write a word of praise for the brand on public forums. Trolls on the other hand are keen to pick a fight. They don\u2019t have a clear endgame. There is no way to satisfy them because they aren\u2019t looking for a resolution at all.<\/p><p>Brands must note that, unlike disgruntled consumers, trolls have all the time and energy in the world to incessantly argue, debate and keep the issue alive. Brands must therefore ensure that they don\u2019t FEED a troll<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f49f3f1 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f49f3f1\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25337e9 elementor-widget elementor-widget-heading\" data-id=\"25337e9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What FEEDS the trolls\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65effc3 elementor-widget elementor-widget-text-editor\" data-id=\"65effc3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Trolls are emboldened by below actions from the brand:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f74c8f6 elementor-widget elementor-widget-image\" data-id=\"f74c8f6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"661\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-5.png\" class=\"attachment-full size-full wp-image-14149\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-5.png 729w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-5-300x272.png 300w\" sizes=\"(max-width: 729px) 100vw, 729px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5591eb elementor-widget elementor-widget-heading\" data-id=\"d5591eb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#1 Frustration\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b9e0e9 elementor-widget elementor-widget-text-editor\" data-id=\"0b9e0e9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Trolls love to see the signs of frustration in a brand. Attacks of trolls are often personal (look out for words like \u2018sucks\u2019, \u2018crappy\u2019, \u2018shitty\u2019 with often personal references e.g., \u2018you\u2019, \u2018your team\u2019 etc.).<\/p><p>The first step in feeding trolls is indicating that someone is noticing and getting irritated by their antics. So, actions like deleting their comments or angry replies only encourage trolls to become more persistent<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d20f31 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6d20f31\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7ba30d elementor-widget elementor-widget-heading\" data-id=\"d7ba30d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#2 Engagement\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97b6780 elementor-widget elementor-widget-text-editor\" data-id=\"97b6780\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Another way brands might unwittingly encourage trolls is by engaging them in a conversation. This doesn\u2019t mean that brands shouldn\u2019t ever reply to trolls. However, they must ensure that they do not prolong this conversation. Trolls are looking for an opportunity to enter into a lengthy one-on-one spat with the brand. Opening up a 2-way conversation is their window of opportunity. Brands should not give them that<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d12c13 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9d12c13\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f37b75 elementor-widget elementor-widget-heading\" data-id=\"4f37b75\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#3 Emotions\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a4029b elementor-widget elementor-widget-text-editor\" data-id=\"1a4029b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Trolls thrive in conflicts and love to rile up emotions. When brands start showing emotions in their responses or lose their sense of decorum, trolls know that they have hit the right place. Brands that do so should know that they have stepped on a slippery slope<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d46620 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9d46620\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-940cce7 elementor-widget elementor-widget-heading\" data-id=\"940cce7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">#4 Disruption\n<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d0ff76 elementor-widget elementor-widget-text-editor\" data-id=\"0d0ff76\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>This is the ultimate objective of troll- to cause a visible disruption. Brands apologizing to trolls, withdrawing a piece of content or changing their stance makes trolls feel victorious, and this only encourages trolls to mark the brand as a soft target for future<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b1f3d4f elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b1f3d4f\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f4edd9 elementor-widget elementor-widget-heading\" data-id=\"5f4edd9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">So, how should brands deal with trolls?\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b3ea60 elementor-widget elementor-widget-text-editor\" data-id=\"8b3ea60\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Dealing with trolls needs a calm mind and calculated action or, many times, inaction.<\/p><p>The most common advice for brands facing trolls is to ignore them. This is likely to frustrate the majority of trolls who decide to focus their energies somewhere else (by the way, that\u2019s what we did in the case of the email we mentioned receiving at the start of this article).<\/p><p>If the brand feels it\u2019s important to stand up to trolls and respond, the response has to be polite, professional and prim. Politely requesting facts that substantiate their rant, offering factual rebuttal or inviting them to take the conversation offline are some tactics that discourage trolls as these don\u2019t allow them to extend the conversation and\/or expose their real intentions to the public at large. Be sure not to bring emotions by snapping or reacting. For a quick primer on how to do this, try trolling Amazon Alexa \ud83d\ude0a<\/p><p>It\u2019s worth pointing out that there are also examples where brands have shut down trolls by responding to them with humour and sarcasm. In the process, they\u2019ve even endeared themselves to their customers. Zomato in India is a good example. However, this strategy is best suited for brands well-known for their sassy tone of voice. For others, this is a risky strategy that could backfire.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9f411c elementor-widget elementor-widget-image\" data-id=\"b9f411c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"817\" height=\"399\" src=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-6.png\" class=\"attachment-full size-full wp-image-14150\" alt=\"\" srcset=\"https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-6.png 817w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-6-300x147.png 300w, https:\/\/winnerbrands.in\/wp-content\/uploads\/2023\/10\/How-to-deal-with-trolls-6-768x375.png 768w\" sizes=\"(max-width: 817px) 100vw, 817px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b07d64 elementor-widget elementor-widget-heading\" data-id=\"3b07d64\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Final word: What can brands do to avoid becoming an easy target for trolls\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35ba4d4 elementor-widget elementor-widget-text-editor\" data-id=\"35ba4d4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>A good product and service experience could be a potential insurance against trolls. When such brands are trolled, happy customers often defend the brand. It also works the other way around- trolls are likelier to target brands with a reputation for poor quality, bad service and unaddressed complaints. Customers may actively take the trolls\u2019 side in such cases, precipitating a crisis.<\/p><p>Brands can also avoid becoming a target for trolls by discerning the trends they tap into, especially while doing moment marketing. If a brand taps into a trend that\u2019s controversial, has tenuous linkage to the category or worse, is opposite to what it stands for, it&#8217;s inviting trolls. <span style=\"text-decoration: underline;\"><a href=\"https:\/\/winnerbrands.in\/brand-opinions\/when-should-brands-speak-up-and-when-should-they-shut-up\/\" target=\"_blank\" rel=\"noopener\">For a quick primer on avoiding this, refer to our article here.<\/a><\/span><\/p><p>Finally, training social media teams on how to recognize and respond to trolls is extremely important. Remember that the extent of damage trolls can inflict entirely depends on how a brand responds to them. Ensuring that teams are able to differentiate trolls from genuine customer complaints and frame appropriate responses will keep out trouble-makers and rabble-rousers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f53841 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1f53841\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d61e0fe elementor-widget elementor-widget-heading\" data-id=\"d61e0fe\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Leverage the power of top marketing talent\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24d34a3 elementor-widget elementor-widget-text-editor\" data-id=\"24d34a3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>WinnerBrands helps organizations hire top marketing talent.<\/p><p>Be it performance marketing experts, content specialists, creative directors, designers, video editors or brand managers, we can help you find the right marketing talent to unlock your brand\u2019s potential.<\/p><p>Run by marketers for the marketers, we are already a preferred marketing talent partner for both established conglomerates and agile startups.<\/p><p>WinnerBrands can serve as the one-stop solution for all your marketing talent hires, offering you complete flexibility to engage this talent in your preferred engagement format-<\/p><ul><li>Full-time (on your payroll)<\/li><li>Contractual (on our payroll)<\/li><li>Or on a freelancing basis.<\/li><\/ul><p>\u00a0<\/p><p>So, if you are looking to onboard the best marketing talent, vetted by industry experts, in the shortest possible time, then WinnerBrands is your go-to place.<\/p><p>Talk to our founders and explore smarter ways to hire marketing talent by <a href=\"https:\/\/calendly.com\/asher-23\" target=\"_blank\" rel=\"noopener\"><em><span style=\"text-decoration: underline;\">clicking here<\/span><\/em><\/a><\/p><p><br \/>Cheers,<br \/>Team WinnerBrands<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fa5e094 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"fa5e094\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>As publishers of this newsletter we get a lot of constructive feedback from our readers. However, once in a while we also get mails like this: Interestingly, the gentleman above could have easily clicked the \u2018Unsubscribe\u2019 button, but the fact that he actually took out time to write a rather vicious email without offering any [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":14149,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[24],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to deal with Trolls? - WinnerBrands - Helping brands leverage the power of top marketing talent<\/title>\n<meta name=\"description\" content=\"Today trolls have become a common phenomenon that no entity- brands, celebrities, politicians or individuals- can stay immune from. 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