While social media strategies are becoming an important part of almost every company’s marketing plan, there are still many who are anxious about the risks that come with engaging in conversation with your customers. These fears are mostly due to a lack of knowledge, a justifiable fear that Social Media will open a can of worms and all they will find will be negative comments about their brand.
Companies need to understand that negative commentary is necessary to grow and improve relationships with customers. The question is no longer should you utilize social media rather how do you utilize social media? The answer depends heavily on the social media platform on which the company wants to build its presence. As an example, you can control commentary on Facebook but you cannot control what people say about you on Twitter. By monitoring social media and identifying and addressing threats head-on, a company can successfully convert critics into believers.
Social media abuses need to be taken seriously, a dissatisfied customer can and will start defamatory conversations about your brand. Remember that negative commentary could range from a technical problem, constructive criticism, to a merited attack. When responding to all criticism, it is important to stay positive – anything that is posted online will be recorded forever. Consumers today are more savvy and outspoken than before, they look to see how (and if) an organization deals with criticism.
There are many tools for monitoring social media; however, not many allow you to scan and interact with your customers through several platforms. What’s more, even less let you to respond to social media risks in order to protect revenues, rights and reputation. Internet911.com provides not only social media monitoring but also an array of complementary services that will help you maintain a positive social media presence in spite of negative commentary and help you translate those negatives into a more positive brand experience for your customers.
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