Social media is an important marketing tool for any business, whatever its size. While Facebook, Twitter, Instagram and others can be brilliant to get your brand message out Digital Marketing Companies Newcastle to the wider world, but these platforms also provide a way for customers, fans and followers to tell you what they are thinking business.
It can be and often is a really great, but sometimes you can also receive negative feedback and for this reason, businesses should monitor their social feeds regularly and can take both negative and positive feedback in stride. Become a master of public relations is not at the top of most small business owners expertise but reacted the wrong way to feedback can be detrimental to your business so here are some of the ways and means to deal with social feedback.
Social Feeds the general public!
Because you want as many people as possible to see your post, to let them know what is going on in your business and offers and opportunities that may be of interest to their social feeds can be viewed by anyone, and it also means that anyone can post comments. This means that your business needs to have a clear process and strategies in place to respond and, where necessary, find solutions to problems your customers.
Mention Monitor Your Company
You can not really do anything if you do not know who you’re talking about your business. A tool such as Hootsuite and TweetReach great to keep track of where your brand is being mentioned. Some large companies have their own monitoring software in place and use them to get involved with anyone who mentions their names, often using AI to ensure the direct involvement.
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monitoring the make mention of routine tasks and part of your social media strategy – can certainly help figuring out what you’re doing right and what may have gone wrong for a particular customer.
Always respond best policy?
Whether it is positive or negative feedback, you can not ignore it. Failure to acknowledge and record the types of interactions generally make people think you just do not care business. It also means you lose out on critical engagement with your customers that can strengthen your brand, but recognizes it and respond to the public are two different things.
There is no one size fits all advice when it comes to responding to comments on social media feeds, but as a general rule, recognize and thank people for positive feedback or constructive public and deal with negative feedback personally but personally.
Dealing with positive feedback
If someone has given a positive review, then at least take the time to thank them. Your involvement at that stage could cement a long-term relationship with you and lead them to act as an ambassador for the brand in the future. If someone reposts or retweeting your content to their followers, make an effort to choose one of their posts and do the same thing if appropriate.
Dealing with Negative Feedback
Handling negative feedback bit tricky. The last thing you want to do is make the situation worse by either ignoring post or write a reply before thinking about your response carefully enough. Here are some quick tips to help you get it right:
Listen carefully. Do not be offended (hard I know!) Find out what the problem is and come back with a balanced and appropriate response. Remember, you do not talk to just one person, it is likely that all of these they might also ‘tuning’ in. Responding in a timely manner. Do not wait days or weeks. As soon as Digital Marketing Agencies in Newcastle you see a problem you need to get involved and try to solve them. According to recent research, almost 42% are complaining on social media hoping to get a response within one hour. With this small business may be difficult but at least respond with something within 24 hours, or Monday morning if a post has been made over the weekend.