While the number of consumers using social media for customer comments and complaints is up, companies’ response times seem to be down. Perhaps that’s not surprising, since starting a social media strategy usually involves thinking about all the marketing opportunities you’ll have and not about the potential negative buzz to which you could be exposing your business. If you find yourself faced with the challenge of turning around a bad reputation on social media, start with the source of the problem—which is usually your business. Really listen to the complaint, immediately apologize and offer to remedy the situation to the consumers’ liking. Perhaps you can offer a discount code the person can pass on to their friends for a limited period of time or even something for free. Remember, social media influencers could be the death of your business, so never ignore negative buzz.
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