Check out this article to see what actions to avoid when engaging customers on social media as well as what to expect when customers take to social media when "venting". aynka.wordpress/2013/06/08/10-epic-social-media-fails-and-lessons-learned/ Key learnings: -Failing to deal with customers’ complaints can lead to frustrated customers taking their cause to the social media, where the sympathetic readers will support them. When negative posts happen, respond quickly and in a positive way. Let the customer know what the company is doing to fix the problem. -Don’t be afraid to learn from your mistakes and say that you were wrong. -When communicating in social media about your company or products, employees should always clearly state that they work for your company. -Your employees should engage, debate positively and have a conversation on social media instead of trying to control it, blocking conversation. -Always check the trending #hashtags before using them. Also, double-check your hashtags before posting to avoid potential ambiguity. -Don’t delete comments. -Have a crisis communication plan ready. When the crisis will happen, you will need to react very fast. -Don’t try to advertise on sensitive and controversial events.
Posted on: Mon, 10 Jun 2013 17:02:57 +0000
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