Social media moves fast. While this is something your business can capitalize on — resharing those real-time, positive experiences from users who’ve tagged you — this also brings issues to light faster and gives them the opportunity to spread.
For that reason, as a business, being on top of your social media channels is crucial. Your social media channels are an extension of your brand, and many people consider a business’ social media platforms to be the easiest and most effective way to get through to them. There are three ways to approach a negative comment or feedback on your social media page, depending on the severity of the situation:
Stay up to date on news headlines around the world and across Canada, especially when current affairs impact BC. Knowing what the media and public are talking about can help you address online issues.
If a natural disaster, public health emergency, or other large-scale event occurs in BC, or globally:
Do not post content to or participate in any conversation about the incident on a hashtag or platform.
Escalate
TIP – If you have a heated complaint and need to respond, consider having someone else review your post first to ensure the tone is appropriate.
Acknowledge & report (non-urgent/non-sensitive comments)
Crafting a Response
After deciding that the comment warrants a response, here is how you can go about crafting a response:
Although social media can warrant some unwanted comments or posts, these can be taken as learning opportunities to help better your business. And in the end, you can turn a negative situation into a positive.
Regularly analyzing feedback on social media platforms is vital for improving visitor experiences. By monitoring comments, reviews, and messages, your brand can pinpoint areas for enhancement and address recurring issues. This proactive approach demonstrates responsiveness and fosters trust with visitors. Insights gleaned from this analysis enable your brand to tailor services and communication strategies, resulting in more positive and memorable experiences.
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