Once upon a time, social media was a simple tool used to catch
up with old high school friends, connect with distant relatives or
boast about your clever kids. Nowadays social media platforms are
much more than that. Social media is one the most popular and
effective ways (if done right) that businesses can market to their
online customers. A by-product of this however, is the ability for
customers to voice their dissatisfaction instantaneously.
If you decide to play in the social media arena, it is essential
that your business knows how to handle complaints and bad PR
effectively so as to avoid a #socialmediafail. Here's what we
suggest:
- Get in contact instantly!
-
Don't sit on a bad review hoping it will go away. It
won't! Silence will only create an opportunity for further
criticism. Responding to the post immediately shows the customer
(and other bystanders) that their feedback is important to you and
that their complaint has been heard.
