The use and purpose of social media for brands has evolved dramatically over the years. In one aspect, its a great way for fans to engage and stay current with the brands they love. On the other hand, its a great way for customers to bash and publicly shame brands that have provided a poor experience.
Whether brands like it or not, having a presence on social media is necessary in today’s world, and if your brand is one that is generally not shown much love, (think pharmaceuticals, insurance, financial services) it can seem like a much better solution to hide in a hole and ignore the outlet completely. Big mistake. The industries that struggle with social media interaction the most are the ones with the biggest opportunities to differentiate themselves through this channel. Negative comments are inevitably going to happen, but here are four ways to handle those situations rather than make them worse…
