Social media is a very powerful marketing tool, but the conversational nature of social networks can make it difficult for organizations to maintain control of their brand. If your organization has profiles on social networking sites, be prepared to receive both positive and negative feedback from consumers. While social networking sites can open your organization to criticism, they also serve as very effective vehicles for managing customer complaints and improving your brand’s reputation in the process.
If someone has posted negative comments about your organization on one of your social profiles, take proactive steps to address and defuse the situation. Have a social media response plan in place so that anyone managing your profile is empowered to respond promptly and appropriately.