Some types of marketing are relatively simple — create a message, pay for it to be published, and … that’s it. But social media brings a completely different element into play. It is interactive, and your customers have a direct and, at times, highly visible channel through which to express displeasure if things haven’t gone right.
Keeping on top of messages, both direct and public, on your social media accounts is a key element in maintaining a positive brand image.
This infographic from Be Digital Giants walks through the steps you should take when faced with negative social media comments.
Monitoring messages and comments is one of 25 criteria we outline in our Facebook page scorecard. Download the scorecard here and see how your own Facebook and social media efforts rate, then work to make improvements.