It’s been common knowledge that more and more businesses are turning to social media pages such as Facebook, Twitter and Pinterest to build business and create a buzz for their brands. However, this may be turning against companies in an unexpected way.
Is social media, an important tool for marketing and SEO services, actually a bad idea for businesses?
So many people are using social media sites; millions, in fact. That creates a wide range and big demographic for brands to get their names out there in the world. However, this valuable marketing and advertising tool may be a disadvantage against companies when consumers use their social media platforms to engage negatively in regards to certain companies they aren’t happy with.
People Are Being Heard
When customers took to McDonald’s Twitter page recently to complain about bad experiences, many Twitter followers of the restaurant followed suit, created a storm of negative publicity for the fast food chain. Since bad press can happen within minutes and even seconds on the Internet, it’s hard for a company to know how to react to consumers stating their opinions online.
Damage Control For Businesses
Overall, Facebook and Twitter are helpful advertising tools for businesses and Internet marketing companies. Companies need to try to prepare themselves for negative feedback from followers and readers.
How do they do that? You may need to hire a social media expert to step in. Some companies are going on their Facebook pages and deleting negative posts, but this will only incite people further. Your consumers should be able to voice their opinions, even if you don’t agree.
The best thing to do to counteract negativity is to treat your consumers with as much positivity as you can. Offer coupons, promotions, and specials for followers and fans only, and try to create more positive customer experiences to outweigh the negative ones.
Remember people complain more than they praise, so happy customers may not be voicing their opinions. Another option is to be honest with your public. If you made a mistake in advertising or customer service, own up to it and try to make it right. Consumers respect honesty and will remain loyal if they feel like they are really being listened to.
Social Media Success
Essentially it’s necessary to appoint a social media manager that only deals with issues that arise on your company’s social media platforms. He or she can put out any fires as they happen as promptly as possible to avoid more negative publicity.
Keep in mind that consumers are watching your every move, so take care with your updates and Tweets along with how you interact with consumers on these pages.
Ask consumers to post about their good experiences with your brand. Award a gift card or other prize to the best customer service story a week, or some other incentive to ensure consumers aren’t just posting about their complaints. Word of mouth on the Internet is taken quite seriously, so build a positive reputation so a few bad remarks here and there won’t completely throw your brand under the bus.
This is a guest post by blogger Shane, who enjoys blogging about social media and SEO services.