Social media has become a “must have” in today’s business world, but fears about opening the floodgates for negative viral buzz still hold some back from participating. In an article for this week’s Crisis Manager newsletter, online marketing and branding expert Cindy Ratzlaff explains why staying out of the conversation will only create larger problems. A quote:
If a company stays away from social media so as to avoid negative online feedback they will accomplish two things:
They will be unaware of problems that might have been easily resolved but when left alone may become much bigger problems.
They will be miss a valuable opportunity to fix minor problems and turn cranky customers into happy evangelizers.
Crisis management is made much easier when you can monitor and respond to the concerns of stakeholders in the places they go to vent them. Of yet more benefit is that these responses are public in social media, meaning that others see your (hopefully) good customer service, fostering further good will for your brand.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/