How to Respond to Negative Comments on Social Media [Examples Included]
Summary
Large companies have an advantage when it comes to followers and social media ads, but a small business can have a larger impact when it comes to the engagement with your audience – especially when they’re not happy. While you can encounter varying interactions and engagements across your company’s social media platforms like questions about your product or service or happy reviews(yay! Moreover, potential clients may be reading your responses and taking note of your customer service – how you react can make or break their decision to choose you. You can see great examples of this from Team Nike, Basecamp, Buffer, and Kabbage: Social media moves fast, so customers are expecting a quicker response when they contact you on one of your platforms. Customers are flocking to social media to share their concerns because it’s a place where they feel they’ll be heard and responded to – it may sound like a low bar, but many companies are missing the point.
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