In our digital age where every brand’s move is scrutinized under the social media microscope, encountering critics and hecklers is an inevitable part of things. Yet, over half of brands say they do not have an effective strategy in place to deal with comments on their social pages.
The adage “Don’t feed the trolls” serves as a crucial reminder that not all engagements deserve your energy. However, silence isn’t always golden—especially when brand reputation is on the line.
In social channels, negative comments and criticism are par for the course. In fact, 26 percent of brands say their reputation has been harmed as a result, including lost customers and revenue.
Still, it’s important to remember that the goal isn’t to silence critics or to win every online battle but to manage public interactions in a way that reflects your brand’s values and commitment to its customers. Once a response is in the social ether, even if deleted it may live on forever through screen shots and shares, so “think before you post” is vital, no matter how uncalled for or harsh the comment.
Need assistance elevating your brand’s social presence? We can assist with social content development, engagement strategy, page administration, and much more. Connect with us today.
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