Continued from Monday 11-16-15.
Many businesses do not see the need to be on Twitter or Facebook, but these are the very first places that their customers will look to get help if they cannot get it from the business’ website.
More frequently consumers will start with Facebook, but many businesses have turned off the ability for a consumer to post to their Facebook page making it a one way conversation. In this case you may see private messages and even posts as comments to one of the page’s posts as customers can get desperate looking for help to solve a problem.
For Facebook pages that are set up like this, it is typical that no one is even monitoring comments or interactions. So, potentially other readers will read the public comments posted by a customer with a problem; potentially damaging sales and reputations.
For customers from their 20’s to mid thirties they will typically turn to Twitter as well as Facebook; hashtagging your reputation into the gutter if they are really mad over a situation. Bing and Google will pick up these hashtags and they may even appear in the search results.
Add to that if someone is very active on social media and has a high Klout score their comments may become even more damaging as their comments will carry more weight online and more users may retweet the tweet; exposing you to even bigger damage.
Businesses pay big money for reputation management after online damage has been done, but it seems to me that with social media moderation and review of Facebook and Twitter a firestorm can quickly and easily be put out before the problems becomes so big that the customer feels the need to post a negative review or even a ScamReport (if they lost money).
Better yet for businesses is to get a footprint on social media and have a weekly review of comments to put out a potential fire quickly and be proactive in reaching out to customers in need.
#AstriaEnvy, #IHPReviews