Does your brand suffer the crisis of responding to social media comments?
Do you exactly know what strategies to use to preserve your reputation online?
In this post, you’ll find many examples of how to give effective responds to social media comments and few steps for defending your brand reputation online.
Why Social Media Reputation Matters?
A global survey revealed an interesting news that those brands who are more responsive to their consumers are gaining more profits as compared to those who not. The study found most social media responsive management programs don’t care their business strategy well. It’s important to recognize the way online discussions roll out.
Here are some points to consider:
• Brands can have more problems than individuals in avoiding social media mistakes.
• Bad comments travel faster and further than good comments. So avoid it.
Keep these key points in mind as we discover three case studies of brands with major social media reputation management problems and how they manage them.
If you’re unsure of proper social media etiquette, here’s a simple rule of thumb: Think of each interaction as if it’s occurring face-to-face, rather than via a laptop or hand-held device.
By following this precept, your small business will make a lot more follower’s comment — and far fewer enemies — whether you prefer Twitter or Facebook, Pinterest or LinkedIn, Google Plus or Instagram.
For small businesses, the most critical element of participating in social media is responding appropriately to user comments, both positive and negative ones. Here are suggestions to boost the reputation of your business, rather than making it an object of social media scorn:
Know what’s going on
You can’t really know how to respond to comments if you’re not actively tracking online conversations. Having a social media presence is not enough, it’s important to frequently monitor those social media channels for comments made both by your customers who know your business and from others who just have an opinion about it.
Using tools like social media marketing alerts enable you to stay on the top of a potentially unfavorable situation — or, on a more positive note, express gratitude to people who take time out of their lives to praise your business.
Always be responsive
People go on social media platforms to criticize, complain, ask questions, offer a good word or just make helpful suggestions about the businesses they patronize. If you’re wondering how to address those comments and complaints, here’s the simple answer: Be responsive.
Handle negative comments with courtesy and respect. If a customer complains about your business online, any delay in responding only lends credence to that individual’s comment.
A prompt response, on the other hand, indicates your interest in clarifying the public record, while doing so in a polite and respectful manner. Never match a user’s level of anger or vitriol. Your goal is to defuse a negative situation, not make it worse.
Tip- Both the negative customer comment and your response exist in a public forum. Everyone can see what’s being said back and forth, and everyone will form an opinion about your business based on how you respond. It’s another compelling reason not to slip into a defensive or argumentative mode. That tactic is almost always self-defeating.
Know when to take the exchange private
While social media etiquette requires that you address, rather than ignore, negative comments, this doesn’t mean offering up a detailed explanation for everyone to see. Respond promptly by thanking the customer for his or her comments and then suggest that they call, email or text you with a more in-depth account of their particular issue.
Most problems can be resolved this way, followed by a more public “thank you” for bringing the issue to your attention and making sure the customer is satisfied with the resolution.
Reply to positive comments, too
Positive customer feedback is a wonderful thing and should always be publicly acknowledged. Just as you would show appreciation if someone sent you a complimentary email, reply on Facebook, Twitter or other channels and thank the customer for their willingness to praise your product or service.
Best of all, displays of gratitude on social media encourage others to come forward with a good word of their own.
Always be engaging
Prompt responses to both positive and negative user comments show your business puts the customer’s interests first. In this way, maintaining an active presence and following the right social media etiquette serves as effective marketing, too.
Experienced marketers say, “The more time you put into actively engaging with your community, asking questions, commenting on other users’ content, and just being friendly, the faster your communities will grow and faster you’ll see results from your efforts.”