The Internet and social media, has provided a new channel for customers to communicate about defective products or poor service.
We’ve all heard that a dissatisfied customer will tell 20 friends about their bad experience, but a satisfied customer won’t tell anyone.
Today, the Internet lets dissatisfied customers tell millions of people around the world, that they're unhappy with your product in seconds.
If you try to ignore it, the problem only gets worse.
Social media, including Twitter, lets you address negative events quickly and very publicly.
When something bad happens to your company, news travels very fast, so you need to be ready to respond quickly and professionally. Check out the tips below to avoid PR nightmares and protect your company’s reputation.
Have A Plan
It's also best to have a plan ready in advance, in case any negative events happen.
Create a response team in advance. This team will immediately discuss negative events, determine the best response, and respond as fast as possible, on all social media channels.
Use Twitter Proactively
When announcing new products and company news items, Tweet a link to a landing page, not to the homepage of your website, so people can easily read the news you are promoting.
Social media is a double-edged sword. It’s a very powerful tool that can hurt you as much as it can help you.
You need to be proactive and monitor your brand name and keywords 24/7 and respond quickly to requests.
Use tools like Radian6 to monitor your social media activity and sentiment.
Address negative sentiment immediately to limit the damage.
The key to protecting your Twitter reputation, is to respond quickly to dissatisfied customers, in a positive and helpful way.